Customer Support Technician (TSR) (US Automation Solutions, WFH)

Salary: P40,000 – P50,000 (Monthly Package)

Schedule: 9:00 PM to 6:00 AM PHT

What are we looking for?

Skills Required:

• Education

o Required: At least an Associate Degree graduate

o Preferred: Bachelor’s Degree in Computer Information Systems or related field.

• Experience

o Required: Minimum 3 years of experience as a support technician supporting Applications and Network Systems

o Preferred: 4 years of experience as a support technician supporting multiple environments.

• Certifications

o Plus to have: CompTIA A+ Certification

What will you do?

Key responsibilities:

• Deliver excellent customer service and support to end-users by identifying problems; researching answers; guiding customer through corrective steps via email, phone, or live web session.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Follow up and make scheduled call backs to customers where necessary and escalate priority issues to senior team members per customer needs.
• Gather customer’s information, logs, error messages and other troubleshooting steps to determine the issue by evaluating and analyzing the symptoms. Provide a clearly understood solution to the customer.
• Research required information using available resources and document history of issues in logical steps.
• Maintain proper, informative case documentation for ongoing knowledge base, training, tracking and resolution to inquiries.
• Collaborate with Solution Consultants, Training Team and other internal teams to build cohesive culture of knowledge share.
• Follow standard processes and procedures, and adhere to Case Management Policies as set forth by the Manager of Customer Support.
• Stay current with system information, software changes and updates.
• Potential Future Work: Overtime Work - Work after hours, weekends and holidays on an on-call rotation.
• Other duties as assigned.

Competencies:

• Excellent, passionate, and proactive customer service skills through phone, email, chat and salesforce.
• Customer Service/Relationship building.
• Proficient in working with Cases in Salesforce ticketing system.
• Proficient problem-solving skills.
• Proficient in PC and network technologies: Operating System, System Permissions, Log Files.
• Excellent top 10 communication skills such as (Listening, writing, nonverbal communication, clarity and concision, friendliness, confidence, empathy, open-mindedness, respect, feedback, picking the right medium).
• Prefer knowledge of SMA Technologies’s product – VisualCron - administration and troubleshooting skills.

oin the awesome team and enjoy these benefits & perks:

• WFH
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events, Work Life Balance, and Career growth opportunities

JOIN CONNECTOS NOW!

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Our Client is a leading provider of automation solutions for financial services. They are the maker of OpCon, the leading workload automation and orchestration platform for banks, credit unions, insurance companies and other financial services businesses. The platform delivers enterprise power and scalability without the complexity or cost. 

#ConnectOSCareers #JoinConnectOS

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.