TECHNICAL SUPPORT REPRESENTATIVE
Business Area: Cebu Global Customer Services
Job Summary:
Work in a dynamic Technical Support Center to support complex solution products involving server-based, cloud-based, and device-based software and firmware. The Solutions Agent requires strong technical, troubleshooting, communication, and organizational skills to fulfill the responsibilities outlined below.
Key Roles and Responsibilities:
- Provide technical support for complex solutions products for highly knowledgeable customers, such as trained help desks, service technicians, IT administrators through phone and email.
- Apply a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions.
- Own each issue until customer confirms it is resolved and own customer communications (call-back, status updates, etc.) related to the issues customers report.
- Maintain professional communication with customers in all circumstances.
- Establish relationships with the customer, gaining knowledge of the customer’s environment, configuration, business, and build trust and rapport with the customer.
- Calm and assure customers who are upset by product or other issues.
- Adapt to customer’s level of knowledge.
- Collaborate with team members to increase the efficiency and effectiveness of the processes/procedures.
Education, Experience and Certifications Basic Requirements:
- Graduate of a college degree preferably computer or engineering related courses.
- At least 2-3 years technical support experience in a BPO industry.
- Basic knowledge in Computer/Printing Fundamentals & Networking.
- Proficient knowledge in Microsoft Office applications.
- Effective written, verbal and interpersonal skills.
- Excellent analytics and research skills.
- Keen on details.
- Willing to work on a shifting schedule.
You may send your application to recruitment@lexmark.com.