Technical Support L1
Diversify Offshore Staffing Solutions
- Taguig, Philippines27F Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 3 years ago
2021-10-19T16:00:00+00:00Job closed.
Job Description
Position Overview
The Technical Support L1 role will play an integral part in growing the business by providing quality customer service to consumer inquiries about the client’s products.
The position is ideal for gym and fitness enthusiasts who have a natural knack for building and tinkering with small to large equipment and/or machinery, furniture, and even toys and have a natural talent for understanding assembly instructions and interpreting schematic diagrams.
General Responsibilities:
- Provide new and existing customers with world-class customer service experiences as the 1st point of contact with the client for concerns on the following products:
- Stair climbing cardio machines
- Indoor stationary cycling machines
- Treadmills, elliptical, upright and recumbent bikes
- Other mechanical gym equipment
- Answer technical questions and troubleshooting service related activities on fitness equipment for customers directly or indirectly, through the support of authorized service providers, and dealers.
- Ensure optimum customer satisfaction by working towards continual improvement of service quality metrics including, but not limited to email and chat response time, time to resolve an issue, and timely closure of Support Incidents.
- Coordinate parts shipments, verify warranty status, and create Field Service work orders.
- Generate revenue by up-selling parts and service agreements.
- Assists in input to knowledge base (problem/solution) system.
Minimum Qualifications
Position Requirements:
- 1-3 years of direct technical support experience in a fast-paced, high volume professional work environment.
- Familiarity with gym equipment, DIY furniture projects, car and home appliance repairs, and other mechanical projects are highly advantageous
- Highly motivated individual with high energy, passionate about customer service
- Unparalleled problem solving and critical thinking skills
- Must possess an excellent mastery of the English language, both verbal and written
- Computer proficiency in Microsoft Office suite (Microsoft Teams and Excel), Salesforce CRM, Oracle
- Ability to perform in a fast-paced environment, subject to rapid change and uncertainty
- Must be willing to work in Bonifacio Global City, Taguig City
- Must be willing to work the graveyard shift following the Pacific Standard Timezone
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Office Address
- 27F Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City
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About Diversify Offshore Staffing Solutions
Diversify OSS is an Australian owned company providing businesses with successful extended or offshore workforce solutions in the Philippines. The Philippines is a competitive labour market with high demand for skilled workers in most fields. In order to realise the full potential of your offshore operations you first need to stand out from the crowd and attract the highest quality potential staff.
Once you have selected the staff you want you then need to ensure that they stay happy, productive, engaged and with you for the longest possible time. Losing your staff because your provider doesn’t properly educate you about the cultural differences or because you staff don’t feel appreciated or part of a team will seriously undermine the effectiveness of your offshoring staffing strategy.
An offshore workforce in the Philippines is a valuable asset to your business and like any asset, it takes some careful planning, investment, attention and most importantly the selection of the right business partner to ensure it delivers.
At Diversify Intelligent Staffing Solutions we value our people. We understand that they are a major reason for our success and continued growth. We realise the importance of keeping our people happy, engaged and comfortable in what they do.
Our focus is on providing a workplace that promotes creativity, teamwork and collaboration. We are a fun, friendly and passionate organisation that takes great pride in the social atmosphere we promote within the workplace, our people work hard but they enjoy what they do and enjoy interacting with their colleagues.