Call Center Agent | Technical Support Representative  

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:

• Offers Operational Assistance for Consumer Electronics Products.
• Refers Authorized Service Centers, Dealers and Parts Distributors.
• Provides Product Information Troubleshoot Problems (especially for Laptop/Printer and Tab).
• Provides Missing Accessories.
• Replaces Defective Accessories Under Warranty.
• Extends Manufacturer's Warranty Issue Documents (Proof Of Purchase / Warranty Extensions).
• Acts as Liaison Between Customer and Authorized Service Center Or Regional Service Engineer.
• Product Exchanges Under Certain Circumstances.
• Answers all incoming calls and initial troubleshooting on all products.
• Opens and closes SAP Transactions, or assign Transactions to Tier 2 when necessary - Leave the transaction pending with your BP as the employee responsible.
• Accurately documents problem description and details in SAP Transaction clearly and with the essential facts necessary to understand and resolves the issue.
• Resolves or escalates 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, or K-12 program.
• Strong analytical skills.
• Amenable to work on shifting schedule and graveyard shift.