Technical Support RepresentativeEmapta Versatile Services Inc

Job Description
Unleash Your Global Potential: Join Us as a Customer Support Analyst and Make Your Mark!
While you wont need to leave your home country, youll be part of a company with a global presence, opening doors to international experiences. Imagine collaborating with colleagues from around the world, learning about different cultures, and expanding your horizons without the need for frequent travel. Discover a workplace where innovation and customer satisfaction are at the forefront of our client's mission. You wont find an atmosphere quite like this elsewhere. We foster a collaborative and inclusive environment where your ideas are valued, and your career can flourish.
When you choose to join our client as a Technical Support Representative, youre not just taking a job; youre embarking on a journey filled with growth, global experiences, and a work-life balance thats hard to come by in other companies.
Whom you'll work with:
Our client is a leading table ordering platform for the hospitality and events industry. Their mission is to partner with hospitality businesses in revolutionizing the ordering experience for dine-in, pickup, and delivery customers. They provide restaurants, cafes, and bars with the tools they need to build beautiful online menus and collect customer orders, saving money for venues and enhancing the customer experience. Joining our clients company means becoming part of a dynamic team dedicated to solving real problems for hospitality venues, saving them money, and increasing turnover while simultaneously creating more enjoyable experiences for their customers.
Job Description
As aTechnical Support Representative, your role is pivotal in ensuring all potential and existing customers receive premium service and are thoroughly satisfied with our client's table ordering platform. You will be the first point of contact for customer queries via phone, live chat, and ticket/email, and youll handle customer complaints with professionalism and a proactive approach.
Here's an overview of your future role:
Employment Type: Full-time
Shift: Day Shift
Work Setup: Onsite, Makati
What do you need to succeed
You should have:
Excellent written and verbal communication skills.
Exceptional problem-solving and troubleshooting abilities.
At least 3 years of experience in a similar role with an offshore company.
Strong customer service skills.
A willingness to learn and a positive attitude.
The ability to understand technical problems and deliver solutions.
In-depth knowledge of Windows and networking.
Point of Sale experience (highly regarded).
High attention to detail.
Ability to overcome obstacles and setbacks.
A high degree of Customer Care.
A high degree of self-motivation.
You should be:
Enthusiastic and energetic.
Honest and integrity.
Goal-oriented.
Professional.
Persistent.
Reliable.
What awaits you in this role
Provide premium customer service and ensure customer satisfaction.
Be the first point of contact for customer queries via phone, live chat, and ticket/email.
Proactively address and resolve customer complaints.
Focus on achieving first call resolution.
Escalate complaints to the Team Lead when necessary.
Analyze customer queries and deliver optimal solutions.
Manage day-to-day activities and meet service-related commitments.
Educate customers on new products and features.
Maintain and record customer information in the CRM system.
Work towards achieving KPIs and SLAs set by your Team Lead.
Minimize customer churn.
Ensure the Team Customer Satisfaction score (CSAT) is above target.
Perform other duties as assigned.
Why choose us
Day 1 HMO
Dayshift schedule
Prime office location
No leave expiration
Direct exposure to international clients
Realistic career growth opportunities
Upskilling through Emapta Academy
Diverse and supportive work environment
Who are we
Discover a world of possibilities atEmapta, where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment.
With a wide roster of international clients from various industries and a proven track record of success,Emaptaoffers a stable foundation foryour career. Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.
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