Technical Customer Support Specialist at Sourcefit

Job Description

We are seeking a Technical Customer Support Specialist to join our dynamic team. This role requires a customer-centric professional who has a deep understanding of customer service and technical support. The ideal candidate will be responsible for providing exceptional service to our customers, assisting them in troubleshooting, and ensuring high levels of customer satisfaction.

What’s in it for you?

• Health Insurance (HMO)
• Competitive Salary
• Expanded maternity leave up to 120 days
• Allowances
• Paid Time offs (Vacation Leaves Are Convertible to cash if unused)
• Companywide events
• Fun & Relaxed environment

Job Details:

• Work from home
• Work Schedule: Shifting
• Training Schedule: Monday to Friday | 11:30 PM to 8:30 AM Manila Time (About 1-2 weeks)
• Following US Holidays

Responsibilities:

• Respond to customer inquiries via phone, email, and live chat, ensuring high levels of customer satisfaction.
• Assist customers with downloading software and pairing their devices to their home network.
• Guide customers in setting up and installing our products, walking them through the process and troubleshooting any issues that arise.
• Document all customer interactions in our Customer Relationship Management (CRM) system for tracking and future reference.
• Identify, document, and report customer feedback and technical issues to the Customer Support Manager and cross-functional teams.
• Collaborate closely with Engineering and User Experience teams to fully understand the process and to communicate any issues customers may encounter when setting up and running their device.
• Maintain up-to-date knowledge of product updates and features to provide accurate support to customers.
• Collaborate with the team to improve customer service strategies and build better customer relationships.

Qualifications:

• At least 2 years’ experience in a technical support role
• Excellent Communication skills
• Basic knowledge of Wi-Fi Networks, Wi-Fi routers, and connecting Wi-Fi-enabled devices to Wi-Fi networks.
• Exceptional problem-solving abilities and strong communication skills.
• Strong teamwork and collaboration skills.
• Ability to manage multiple priorities and tasks simultaneously.
• Proficiency in CRM software.