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Technical Support Representatives

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Helpware

2mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Cebu City

AI generated summary

  • You must have strong English skills (C1), 2 years of tech support experience, customer service passion, independent work ability, knowledge of Office 360, and familiarity with Zendesk or similar tools.
  • You will provide customer support via email and chat, resolve technical issues, multi-task, explain solutions clearly, collaborate with teammates, and adapt to a fast-paced environment.

Requirements

  • You are exceptionally strong in spoken and written English (at least C1)
  • Minimum 2 years professional technical troubleshooting expertise or proven technical ability
  • Experience supporting customers via e-mail, and/or chat
  • Passion for customer service and ownership of the customer experience including comprehensive issue resolution
  • Able to effectively tailor communication and style to differing audiences
  • Able to self manage and work independently in a fast-paced, constantly changing environment
  • Organized and detail-oriented, able to recognize patterns
  • Thrives on a team where expertise is shared and feedback is welcomed
  • Able to research and grasp technical information across multiple tools
  • Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenge
  • Good knowledge of Office 360, especially excel.
  • Experience with Zendesk, ServiceDesk or Freshdesk
  • Able to meet minimum typing speed of 40 WPM while chatting with customers
  • Interested in the Production on Demand / Print on demand and software as a service

Responsibilities

  • - Provide exceptional support to customers via email and chat.
  • - Analyze, isolate, and resolve a variety of complex technical issues.
  • - Effectively prioritize and manage time while multitasking across systems and applications.
  • - Engage with customers to explain step-by-step solutions with patience tailored to each individual.
  • - Ensure comprehensive issue resolution and deliver an incredible customer experience.
  • - Research and grasp technical information across multiple tools.
  • - Communicate effectively, tailoring style to differing audiences.
  • - Self-manage and work independently in a fast-paced, constantly changing environment.
  • - Collaborate with team members, sharing expertise and welcoming feedback.

FAQs

What is the job title for this position?

The job title for this position is Technical Support Representative (Email and Chat).

What are the key responsibilities of a Technical Support Representative?

The key responsibilities include troubleshooting and resolving technical issues, providing guidance and support to customers, and ensuring an exceptional customer experience through effective communication.

What qualifications are required for this position?

A minimum of 2 years of professional technical troubleshooting expertise or proven technical ability, exceptional spoken and written English skills (at least C1), and experience supporting customers via e-mail and/or chat are required.

Is there a specific technical environment that candidates should be familiar with?

Yes, candidates should be comfortable navigating a technical environment and have the ability to analyze, isolate, and resolve a variety of complex technical issues.

Are there any preferred skills or experience for candidates?

Yes, preferred skills include knowledge of Office 360, especially Excel, experience with customer support tools like Zendesk, ServiceDesk, or Freshdesk, and an interest in Print on Demand or Software as a Service.

What is the expected typing speed for this position?

Candidates should be able to meet a minimum typing speed of 40 WPM while chatting with customers.

What type of work environment can candidates expect?

Candidates can expect a fast-paced, constantly changing work environment where self-management and independent work are essential.

Is teamwork emphasized in this role?

Yes, thriving in a team where expertise is shared and feedback is welcomed is encouraged for this role.

How important is customer service in this position?

Customer service is crucial, as representatives are expected to take ownership of the customer experience and provide comprehensive issue resolution.

Are there opportunities for growth and learning in this role?

Yes, candidates should have an eagerness to learn and an aptitude for acquiring new skills in technical troubleshooting, presenting opportunities for growth and development.

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Helpware

Amazing Customer Experiences. Together.

Technology
Industry
1001-5000
Employees
2015
Founded Year

Mission & Purpose

Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us. Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients. Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.