Technical Support Representative (TSR) | Taguig
Harte Hanks
- Taguig, Philippines4th Floor, Market! Market! Mall, Fort Bonifacio, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Toàn thời gianFULL_TIME
Miêu Tả Về Công Việc
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 in utilizing 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.
Trình độ tối thiểu
- At least completed 2-years in College/ K-12, or any equivalent Tech-Voc course;
- Above average communication skills;
- Working knowledge of computers, basic applications and Windows operating systems, Sales experience (for up-sell agent only);
- Demonstrates awareness of consumer electronics and technology;
- Customer Focus;
- Interpersonal Skills;
- Problem Solving Skills;
- High Attention to Details;
- Multitasking Ability;
- Ownership;
- Amenable to work on shifting schedule and graveyard shift;
Tóm tắt công việc
- Trình Độ Công Việc
- Mới Tốt Nghiệp/ Trình Độ Tập Sự
- Ngành Nghề
- Customer Service
- Yêu cầu học vấn
- Hoàn thành khoá học nghề
- Nhà tuyển dụng trả lời hồ sơ
- Always
- Địa chỉ văn phòng
- 4th Floor, Market! Market! Mall, Fort Bonifacio, Taguig, Metro Manila, Philippines
- Ngành nghề
- Business Process Outsourcing
- Vị trí đang tuyển
- 150 vị trí tuyển dụng mới
- Trang web
- http://www.hartehanks.com/