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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 role, 1-2 years in technical support or IT.

Key responsabilities:

Identify and resolve technical issues for clients
Troubleshoot database updates and server migrations

Infinit-O Large https://www.infinit-o.com

1001 - 5000 Employees

See all jobs

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.

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 which may occur during database updates, new software installations, and server migrations
Track and monitor all client interactions using Salesforce CRM system
Coordinate with peers to provide proper coverage for all appointments

Requirements

Education & Experience

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

Qualification

Previous call center experience is required
Excellent verbal and written communication skills are required with 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
Apple iPad & Parallels knowledge is a plus
Familiarity with HIPAA regulation is preferred