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Cloud Technical Support Representative

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Philippines

Offer summary

Qualifications:

1-2 years of experience in customer service or technical support roles., Excellent verbal and written communication skills, especially in phone etiquette., Detail-oriented with strong documentation skills and ability to work independently., Basic understanding of Microsoft SQL Server and network concepts, with familiarity in HIPAA regulations preferred..

Key responsabilities:

  • Answer phone calls from clients to resolve technical issues in Microsoft Windows and Apple iOS environments.
  • Utilize active listening and empathy to meet call center metrics and service levels.
  • Schedule follow-up calls and resolve technical escalations from the support team.
  • Track client interactions using Salesforce CRM and coordinate with peers for coverage.

Infinit-O logo
Infinit-O Large https://www.infinit-o.com
1001 - 5000 Employees
See all jobs

Job description

This is a remote position.

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

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

SalesforceApple IOSMicrosoft Operating SystemsHelp Desk SupportDatabase UpgradesCall Center ExperienceSoftware InstallationNetBIOSMicrosoft SQL Server Data Engine (MSDE)Server MigrationComputer ScienceApple Products

Other Skills

  • Customer Service
  • Communication
  • Active Listening
  • Detail Oriented
  • Empathy
Are you interested?

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