Job Information
IntelAssist Technical Support Representative Tier 1 (Voice - Onsite) in Eastwood, Philippines
Job Highlights:
Work-life Balance
Competitive salary
'Family-oriented' Culture
100% Onsite
Eastern Time zone Account
Duties and Responsibilities:
Customer Interaction: Address and resolve complex customer inquiries and issues promptly and effectively; Provide guidance and support to other team members facing challenging situations
Mentorship and Training: Act as a mentor to junior customer service representatives, sharing knowledge and best practices; Assist in training new team members on company products, services, and processes
Problem Resolution: Take the lead in handling escalated issues, working collaboratively with other departments for swift resolution; Analyze trends in customer concerns and propose proactive solutions
Team Collaboration: Collaborate with team leaders and other departments to streamline processes and improve overall efficiency; Act as a bridge between frontline staff and management, fostering effective communication
Customer Feedback Analysis: Gather and analyze customer feedback to identify opportunities for improvement; Suggest and implement changes to enhance the overall customer experience
Cross-Functional Collaboration: Work closely with product, sales, and marketing teams to stay informed about new products, promotions, and customer feedback; Provide insights from customer interactions to contribute to product/service improvements
Required Skills:
Communication Skills:
Excellent verbal and written communication skills
Ability to articulate solutions clearly and professionally
Ability to communicate technical concepts to non-technical stakeholders
Problem-Solving & Critical Thinking:
Strong analytical, critical thinking, and problem-solving skills with the ability to troubleshoot and solve basic technical issues
Ability to think on your feet and provide effective solutions
Drive to take initiative and think outside the box
Mentorship:
Ability to train and mentor junior and new team members
Customer Focus:
Genuine commitment to providing outstanding customer service
Empathy and patience in dealing with customer concerns
Team Player:
Ability to collaborate with team members and other departments
Willingness to assist colleagues in busy periods
Adaptability:
Comfortable in a fast-paced environment with changing priorities
Openness to learning and adapting to new processes
Qualifications:
Bachelor's degree of any related field
2 years work experience in BPO - Technical Support LOB
Experience in voice t is required.
Excellent English communication skills
Previous experience in customer service or related field
Familiarity with customer service software and systems
Experience with API's
Amenable to work 100% onsite
Candidate must be amenable to work following to work at night.
WHY INTELASSIST?
We grow together. We value your effort. We aim to empower you.