Call Center Technician

Summary

Join our team as a Call Center Technician providing Tier 1 technical support to customers experiencing website access issues, browser problems, and other basic technical difficulties. This role necessitates excellent communication, a solid grasp of IT fundamentals, and a dedication to customer satisfaction. You will be supporting overnight US hours, aligning with daytime hours in the Philippines. Responsibilities include troubleshooting technical issues, guiding customers through solutions, maintaining detailed records, and participating in training. The position requires strong communication and problem-solving skills, along with familiarity with web browsers and basic IT concepts. A high school diploma or equivalent is required, and a technical certification is preferred.

Requirements

• High school diploma or equivalent
• Previous experience in technical support or customer service roles, with a focus on troubleshooting browser issues, camera issues, logon and security issues
• Strong communication, analytical, and problem-solving skills
• Familiarity with common web browsers, audio/video configurations, and basic IT concepts
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Must have access to a reliable computer, a headset, and a stable high-speed internet connection suitable for calls and troubleshooting tasks

Responsibilities

• Answer inbound calls, emails, and chat requests promptly and professionally, ensuring a positive customer experience
• Troubleshoot and resolve technical issues related to website access, browser functionality, peripheral device configuration, and general IT inquiries
• Provide clear, step-by-step guidance to customers to resolve their issues, ensuring a high first-call resolution rate
• Maintain accurate and detailed records of customer interactions, resolutions, and follow-ups in the CRM system
• Participate in ongoing training and development sessions to stay updated on new technologies and troubleshooting techniques
• Meet or exceed performance metrics, including average handle time, customer satisfaction scores, and adherence to schedules
• Identify and escalate recurring technical issues to the PH Lead for further investigation and resolution

Preferred Qualifications

Technical certification in IT support or related fields