Technical Support Engineer (with SQL knowledge) | Start ASAP

Acquire BPO

Mandaluyong City, Metro Manila
Permanent
Full-time

15 days ago

A SNAPSHOT OF YOUR ROLEAs a member of the Support team, you are the first point of contact for customers and as such, you form part of the team that helps customers solve issues and minimize the impact to their business. We strive to solve customer queries by providing the best customer experience with the quickest solution.For this role, you will develop relationships and build rapport quickly with customers. In addition, you will investigate and utilize your troubleshooting skills in solving customers technical and non-technical queries. For this, you will rely on your critical thinking skills using facts and analytics to not only fix problems but also to implement workarounds and offer suggestions for change and continuous improvement.Your day could see you:

Provide first-class customer service/support via telephone, email, chat, and any future channel
Conduct preliminary investigation: replicate, validate, and troubleshoot issues/tickets raised by customers
Triage inbound customer communications, monitor the priority of tickets assigned to the queue, and process and escalate tickets accordingly
Communicate proactively with customers using clear, professional, and effective communication
Leverage all approved internal knowledge base to deliver up-to-date service to our customers
Partner with Business Analysts to improve the customer experience through product design enhancements after software updates/upgrades are released
Provide remote support of related hardware components including integrated card readers, POS terminals, self-service Kiosks and associated peripherals
Ticket ownership including ticket creation, update, escalation and escalation notes, solution, and closure
Create, document, and share technical procedures and knowledge-base articles for the overall improvement of the department's competencies
Responsible for self-developing skills and technical knowledge on new and existing products and features
Monitor customers' system proactively to identify and solve issues
Comply with confidentiality and license agreements
Remain knowledgeable of customer and partner relationships

Bossjob

Apply Now