Call Center Technician

Summary

Join our team as a Call Center Technician and provide Tier 1 technical support to customers experiencing website access issues, browser problems, or difficulties with camera and audio setup. You will be the first point of contact, troubleshooting and resolving basic technical problems. Excellent communication skills and a solid understanding of IT fundamentals are essential. This role requires prompt and professional responses to inbound calls, emails, and chat requests, ensuring a positive customer experience. You will maintain detailed records of customer interactions and participate in ongoing training to stay current with new technologies. Meeting performance metrics, including customer satisfaction scores, is key to success.

Requirements

• High school diploma or equivalent; technical certification in IT support or related fields preferred
• 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 are required
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Willingness to work a schedule aligned with daytime US business hours, which correspond to overnight hours in the Philippines
• Must have access to a reliable computer, a headset, and a stable high-speed internet connection suitable for video 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