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Technical Support Representative

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Junior (1-2 years)
Work from: 
Philippines

Offer summary

Qualifications:

1-2 years in customer service/support, 1-2 years in technical support or IT, Previous call center experience required, Working knowledge of Microsoft Windows tools.

Key responsabilities:

  • Answer calls to resolve technical issues
  • Track client interactions using Salesforce CRM
Infinit-O logo
Infinit-O Large https://www.infinit-o.com
1001 - 5000 Employees
About Infinit-O
Infinit-O is the trusted customer-centric and sustainable leader in Business Process Optimization for Small and Medium businesses in the Financial Services, Healthcare, and Technology sectors by delivering continuous improvement through technology, data, and people.
See more Infinit-O offers

Job description

This is a remote position.

About Infinit-O: As a top Business Process Optimization solutions provider, we partner with the world's fastest-growing companies in Financial Services, Healthcare, and Technology, offering data-driven solutions and providing strategic advantage.

Our company specializes in business process optimization for 18 years now, with a world-class Net Promoter Score of 71, delivering powerful technology and high-performance teams within our highly engaged and agile culture.

What is the role that we need? We are seeking for someone who can answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments

Specific Duties & Responsibilities

Determines eligibility by comparing client information to requirements
Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments
Utilize active listening and empathy skills
Strive to meet or exceed call center metrics and service levels
Schedule and engage in follow-up calls with clients regarding on-going technical issues
Resolve technical escalations from the Product Support phone and chat team
Troubleshoot issues that may occur during database updates, new software installations, and server migrations
Track and monitor all client interactions using the Salesforce CRM system
Coordinate with peers to provide proper coverage for all appointments

Requirements
Required Qualifications

1-2 years of experience in a customer service/support role is required
1-2 years of computer application-based technical support experience or IT experience is required
​Previous call center experience is required
Excellent verbal and written communication skills are required with an emphasis on phone etiquette
Works hard with little supervision
Detailed-oriented with exceptional documentation skills
Working knowledge of Microsoft Windows administration tools
Basic understanding of Microsoft SQL Server
Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals

Preferred Qualifications

Apple iPad & Parallels knowledge is a plus
Familiarity with HIPAA regulation is preferred

Required profile

Experience

Level of experience: Junior (1-2 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Apple IOSTechnical SupportMicrosoft Dynamics CRMInternal DocumentationCall Center ExperienceNetwork TheoryMicrosoft SQL ServersOnline CommunicationSystem Support

Other Skills

  • Microsoft Windows
  • Non-Verbal Communication
  • Customer Service
  • Apple IPad
  • Empathy
  • Detail Oriented
  • Active Listening
Are you interested?

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