Technical Support Representative  

• Resolve issues utilizing excellent customer service skills, problem-solving skills, technical thinking/reasoning skills, and a high level of individual judgment, to ensure outcomes of customer satisfaction.
• Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy, and proficiency.
• Produces quality work and results.
• Ensure fast and accurate turnaround of work.
• Solve problems using agreed upon procedures.
• Develop a comprehensive understanding and mastery of all tools .
• Remain updated on products, policy, procedure and other important operational issues.
• Perform other duties as assigned.

Other responsibilities include:

• To work in partnership with local management, colleagues, and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
• Follow the agreed escalation procedures.
• To come in on time and on scheduled shift and Breaks assigned by staff manager.
• Follow rest day schedule as assigned.
• Advice staff manager of planned leaves as stated in the Handbook.
• Maintain quality standards in accordance with agreed metrics.
• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
• To submit necessary service delivery reports.
• Ensure feedback is given to staff manager if potential issues are detected.
• Ensure feedback is given to staff manager if process improvement measures can be implemented.
• Ensure attendance at planned meetings.

• At least 1-year experience in technical support function
• Strong analytical and planning skills
• Good communication and presentation skills
• Excellent problem-solving skills
• Willing to work in Mckinley Hill and in shifting schedule