Technical Support Representative at Helpware
Offer summary
Qualifications:
At least 6 months of experience in BPO., Excellent verbal and written English communication skills., Ability to work full time, 40 hours per week., Familiarity with help desk software or ticket systems..Key responsibilities:
- Serve as the first line of support for clients using Card Integrators’ solutions.
- Manage help desk software or ticket system and document customer interactions.
- Troubleshoot and manage simple software issues using knowledge base articles.
- Provide assistance regarding the company's products or services and delegate complex issues to L2 support.
Job description
About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Our Manila and Cebu, Philippines Team is growing and we're looking for an experienced Customer Service Representative to join our Helpware team.
CI Solutions is the best consultative source for your unique ID card needs. Our company provides tailored solutions including Print Services, ID Card Systems, Card Printers, and Card Printing Software
Position Summary:
The Technical Support Representative will serve as the first line of support for clients using Card Integrators’ solutions. This role is responsible for providing timely and effective assistance for technical issues related to card readers, payment processing systems, software integration, and related products. The ideal candidate will possess strong troubleshooting skills, clear communication abilities, and a customer-focused mindset. This role involves working closely with internal teams and clients to ensure a seamless user experience and prompt resolution of concerns.
Role and Responsibilities:
● Manage help desk software or ticket system.
● Document customer interactions and solutions in the support system.
● Troubleshooting and managing simple software issues using knowledge base articles and FAQs.
● Provide help regarding the company's products or services.
● Stay up to date with updates, and changes within the company.
● Research questions on available resources (FAQ manual).
● Delegate complex customer issues to L2 support.
Qualifications:
● Must have at least 6 months of experience in BPO.
● Must be able to work full time, 40 hrs per week
● Able to work on the ff. schedule: 8 am EST-5 PM PST Monday-Friday
● Excellent English communication skills both verbal and written
Required profile
Experience
Other Skills
- Troubleshooting (Problem Solving)
- Customer Service
- Teamwork
- Communication
- Problem Solving
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