TSR: Technical Support Representative
Harte Hanks
- Taguig, PhilippinesMarket Market Mall, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Penuh waktuFULL_TIME
Deskripsi Pekerjaan
Provides top-quality technical assistance to all customers of a well-known brand of Android mobile phone. Interacts with a team of Tier 1 and Tier 2 agents, and supports the Team Captain in all initiatives aimed at driving team / individual performance and attaining team goals. As part of this team, you will handle customer service/product support calls/emails. You will be responsible to utilize available tools to provide single call resolution and maintaining the utmost in customer satisfaction. A combination of being a good listener, articulate, patient, and possessing the ability to explain a wide range of troubleshooting concepts to customers of varying levels of technical ability while maintaining a pleasant disposition makes an ideal agent.
- Demonstrates knowledge of Bluetooth – create the pairing with PC, connect headset, car kit
- Ability to move Media from PC to Phone – using Bluetooth, data cable or memory card
- Ability to answer questions about specs of any phone that has been released
- Verifies software and hardware versions of each Android phone model
- Handles any connectivity issues related to the correct model for the phone.
- Demonstrates knowledge on how to check software version, and how to update as well.
- Knows how to verify necessary steps to connect the phone to the computer.
- Knows the basic hardware of the Smartphone – basic usage (e.g. how to insert the SD card)
- Provides detailed notes over any product issue and escalation
- Educates customer on device features
- Applies basic troubleshooting steps according to related issue on all products: product training will be provided to cover simple troubleshooting and policies in all product categories
- Accurately and thoroughly document issues and resolutions, along with customer demographics, into the client database.
- Researches information and deliver back to customers in a timely manner
- Refers authorized service centers, dealers and parts distributors
- Replaces defective products under warranty
- Product exchanges under certain circumstances
- Responsible for opening and closing SAP Transactions, or assign Transactions to Tier 2 when necessary - Leave the transaction pending with your BP as the employee responsible
- Accurately document problem description and details in SAP Transaction clearly and with the essential facts necessary to understand and resolve the issue
- Resolve or escalate end user problems: Tier 1 takes the call, logs the appropriate information and attempts to resolve the call - If Tier 1 is unable to resolve a problem, a complete SAP Transaction is saved pending and the problem is escalated by transferring and/or assigning to Tier 2
Kualifikasi Minimum
- At least completed 2 years in college or any equivalent degree
- Above average communication skills
- Working knowledge of computers, basic applications and Windows operating systems, Sales experience (for upsell agent only)
- Demonstrates awareness of consumer electronics and technology
- Customer Focus
- Interpersonal Skills
- Problem Solving Skills
- High Attention to Details
- Ownership
- Multitasking Ability
- Amenable to work on shifting schedule and graveyard shift
Ringkasan Perkerjaan
- Tingkat Posisi
- Lulusan Baru / Junior
- Spesialisasi
- Customer Service
- Persyaratan tingkat pendidikan
- Lulus program Diploma (D3)
- Respon rekruter ke lamaran
- Always
- Alamat Kantor
- Market Market Mall, Taguig, Metro Manila, Philippines