Technical Support advisors -work onsiteNeksjob Corporation

Job Description
Technical Support Advisors
20K Sign -on Bonus
5K Transportation allowance
Location: Quezon City
Work Onsite
Job Summary:
As a Technical Support Advisor, you will be responsible for providing high-quality technical assistance and support to customers or clients experiencing difficulties with products, services, or software applications. You will troubleshoot problems, analyze issues, and provide prompt and effective solutions to ensure customer satisfaction.
Responsibilities:
Respond to customer inquiries and provide technical support through various channels such as phone, email, chat, or remote assistance tools.
Identify, diagnose, and resolve technical issues reported by customers, following established troubleshooting procedures.
Escalate complex or unresolved issues to appropriate teams or senior technical support staff, ensuring proper follow-up and resolution.
Document customer interactions, technical solutions, and issue resolutions accurately and thoroughly in the support ticketing system or knowledge base.
Provide step-by-step instructions and guidance to customers in a clear and concise manner, helping them understand technical concepts and procedures.
Collaborate with cross-functional teams, including product development and quality assurance, to provide feedback and suggest improvements based on customer feedback and recurring issues.
Stay updated with product knowledge, technical advancements, and industry trends to enhance technical expertise and effectively support customers.
Meet or exceed defined service level agreements (SLAs) for response time, resolution time, and customer satisfaction.
Maintain a positive and professional demeanor while interacting with customers, ensuring excellent customer service at all times.
Identify opportunities to upsell or cross-sell products or services based on customer needs and provide relevant information to sales teams.
Requirements:
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
At least 1 year of proven experience in a BPO Industry (technical support or customer service role) Strong knowledge of computer systems, software applications, networking, and troubleshooting methodologies.
Familiarity with operating systems (e.g., Windows, macOS, Linux), hardware components, and common software applications.
Excellent problem-solving skills and the ability to analyze and diagnose technical issues effectively.
Outstanding communication skills, both written and verbal, with the ability to explain technical concepts in a clear and understandable manner.
Customer-oriented mindset with a strong focus on providing exceptional customer service.
Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and meeting deadlines.
Patience, empathy, and the ability to remain calm and professional under pressure.
Technical certifications (e.g., CompTIA A+, Microsoft Certified Professional, Cisco Certified Network Associate) are a plus.