Call Center Agent | Technical Support Representative (TSR)  

This position is responsible for answering all incoming calls and initial troubleshooting on all products. Training will be provided so as to ensure quality and relevant customer interaction. Below are the specific functions of the job:

• Offer Operational Assistance for Consumer Electronics Products
• Refer Authorized Service Centers, Dealers and Parts Distributors
• Provide Product Information Troubleshoot Problems (especially for Laptop/Printer and Tab)
• Provide Missing Accessories
• Replace Defective Accessories Under Warranty
• Extend Manufacturer's Warranty Issue Documents (Proof Of Purchase / Warranty Extensions)
• Act as Liaison Between Customer and Authorized Service Center Or Regional Service Engineer
• Product Exchanges Under Certain Circumstances
• Responsible for answering all incoming calls and initial troubleshooting on all products: product training will be provided to cover simple troubleshooting and policies in all product categories (especially for Laptop/Printer and Tab)
• Will have the resources (access and use of knowledge base) and expertise to respond to queries in all product areas in depth
• 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
• Transaction is saved pending and the problem is escalated by transferring and/or assigning to Tier 2

• Completed at least 2 years of college, NC-11 TESDA Certificate Course, K-12 program;
• Strong analytical skills;
• Amenable to work on shifting schedule and graveyard shift.