technical support & Sales Representative - cebuASURION

The purpose of the role is to help Asurion's customers "stay connected" with all aspects of their everyday technical life. This will include supporting customers over the telephone with various applications, networks, and technologies. The role will also undertake proactive outbound call work as well as take inbound calls.Why Asurion?Next Level Pay: Earn competitive salary PLUS unlimited sales incentives (incentives are based on performance).Free Daily meals: Complimentary meals every dayWork-Life Balance: Up to 30 days paid time off (convertible to cash)Future planning: Life insurance + retirement planAnd more: Transportation, rice, and other allowancesKey AccountabilitiesUndertake service requests for customers ensuring compliance with Asurion's policies and procedures carrying out effective note-taking on callsProviding technical expertise on inbound calls or other electronic input (e.g. website, CHAT, or email) from customers for the purpose of resolving customer issues with devices (e.g. laptops, tablets, smartphones, and other consumer electronics) and softwareIdentify customers in line with the company, regulatory and legislative requirementsEnsure each interaction with a stakeholder of Asurion meets the agreed quality framework (HERO) employing initiatives to achieve a high-quality scoreMaintain a high level of customer service with all stakeholders employing initiatives to achieve a high net promoter score (NPS)Educate oneself with technology and keep up-to-date with changes, particularly in the device protection/consumer home technology spaceEnsure you are always in the right place, at the right time (adherence) as per your agreed rosterRespond to in-the-game/moment feedback and coaching sessions taking proactive actions to meet your agreed commitmentsUse knowledge-based systems and other tools to deliver technical support solutionsProcessing service requests and managing inquiries related to handset protection and digital productsSupport initiatives that exceed customer expectations through a range of channels including but not limited to calls and online chatMaking sales or recommendations for products or services that best suit client needsMaintain the necessary skills and competencies needed to excel in the roleMeet the agreed individual and team performance targets and development plansMeet the established performance targets to achieve service excellence / operational efficiencyShare technical solutions and knowledge with the team and contribute towards best practiceDemonstrate a strong one-team attitude working collaboratively with Soluto team members and colleagues across Asurion and its clientsDemonstrate emotional resilience and exhibit a "can do", positive and results-focused attitudeParticipate in development and activities within the care that enhances engagement, teamwork, and vision.Any other responsibilities as directed by your manager.You will also be required to assist the team manager with any other duties as required from time to timeQualificationsEducation: Minimum high school diploma or equivalentExperience1 year of BPO technical support program experience is required6 months of BPO Sales experience is requiredProven experience in supporting others with mobile technology and other devices (this may include but is not limited to computers, gaming consoles, smart TVs, tablets, etc.)Behavioral and Technical CompetenciesPassionate about customer service and loves helping othersShows an aptitude for being comfortable with learning new technologyAbility to display a high level of empathy, patience, and resilience when assisting others through technical issuesDesirable Personal Competencies and AttributesWider experience in supporting others with applications, networks, and technologiesExperience in managing and working towards the Net Promoter Score (NPS) metricCustomer service experience in a frontline technical environment (e.g. Retail Consumer Technology outlets, IT support, and troubleshooting environments, etc.)Recognises opportunities to maximize the quality of their customer service by engaging with their customer and building rapportTakes ownership of customers' problems, take control of the call, and assures them that they are the expert to find a solutionDemonstrates that they are digitally literate with a very good understanding of major operating systems and a wide range of consumer technologiesAbility to keep ahead of the game with device releases and software updatesDisplays endurance when handling customer queries for a long period of timeProves they are a committed team player supporting other colleagues but also able to work resourcefully and autonomously taking ownership of issuesPositively embraces change, handles ambiguity, and shows the capability to work in a constantly evolving environmentApproaches complex problems with a logical mindset seeking the most efficient solution available
Asurion

Cebu City, Cebu
Permanent
Full-time