Overview
The Technical Support Specialist provides timely support to customers through available communication channels (email and chat)
Qualifications
Education background:
• Bachelor’s Degree or at least Diploma or equivalent in any discipline.• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension) https://www.coe.int/en/web/common-european-framework-reference-languages/level-descriptions
Work experience:• Minimum of 6 months work experience in customer support in any industry.• Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field• Call centre experience is not a ‘must’ but would be a distinct advantage
Required Interpersonal Skills:
• Must be tech savvy and interested in the customer’s products and platform features• Ability to meet sales targets, while providing a stellar customer experience
• Strong capability of transitioning support calls to solutioning sales opportunities• Proven ability to promote and build extraordinary customer rapport• Multitasking and computer navigation abilities• Ability to take complete ownership of customer issues and provide top tier service while resolving the issue before ending the call• Coachable, learner mindset, ability to take feedback and proactively apply it to improve results• Self-driven to achieve targets and deliver superior service
• Must be able to speak, read and write the required language to support
Preferred requirements:• 3+ years sales experience in a consultative selling role• Solid understanding of client products/services• Experience in B2B consultative sales, relationship building and using CRM systems• Experience owning and/or operating a small and/or midsize business (SMB).• 1+ years’ experience in a commission, bonus, and/or metrics-driven environment
Technical Skills:• Minimum typing speed of 40wpm with a 90% accuracy score.• Computer literate and fully conversant in Microsoft Windows and Microsoft Office• Experience in Customer Support / Technical Support will be added advantage
• Have basic understanding on HTML and Java will be added advantage.
Responsibilities
• Field inbound calls and exhibit the correct sales and customer experience behaviors throughout the entire interaction• Take a consultative approach to uncovering needs and forming solutions of new products and services that will help their businesses succeed• Offer resolution within our scope of support (SOS), providing direction for third party resolution or consultation regarding a paid solution, as appropriate• Troubleshoot client products as needed to resolve each call the first time• Meet metrics such as First Call Resolution, Conversion Rates, Net Promoter Score, and New Sales• Demonstrate extraordinary interpersonal skills and the ability to thrive, multi-task, and prioritize in a high-volume, dynamic environment