TECHNICAL SERVICE REPRESENTATIVE (TSR) | CEBU-MANDAUE | For US Telecommunications Company (01S23)

Cebu City, Central Visayas, Philippines PH

JOB OVERVIEW:

 

Our client is a leading American broadband and telecommunications company.  The program we support handles its bundled Internet access, telephone, and television service which operates over a fiber-optic communications network.

 

JOB TITLE:

TECHNICAL SERVICE REPRESENTATIVE (TSR 1) | CEBU-MANDAUE | For US Telecommunications Company

 

THE ROLE:

 

Your role as a Technical Service Representative (TSR) is to provide technical know-how and support to customers by researching and answering their questions or troubleshooting their problems in relation to electronic devices, internet connection, mobile phones, and cable TV. You must be able to provide step-by-step solutions via phone or email, to ensure proper disposition of their concerns.

 

DUTIES AND RESPONSIBILITIES:

 

·         Provide answers to clients by identifying their problems; researching answers; and guiding them through corrective steps.

·         Improve system performance by identifying problems; recommending changes.

·         Working with field engineers to visit customers if the problem is more serious.

·         Utilize computer technology to handle high call volumes.

·         Logging and keeping records of customer queries.

·         Analyzing call logs so you can spot common trends and underlying problems.

·         Compile reports on overall customer satisfaction.

 

SKILLS & COMPETENCIES REQUIRED:

 

·         An ability to assess each customer knowledge levels on mobiles, internet and cable connections.

·         Ability to deal with difficult callers – being polite, have confidence, and use diplomacy in difficult situations.

·         Good analytical and problem solving skills - giving full attention to what the customer is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

·         Logical thinker.

·         Up-to-date technical knowledge.

·         Have in depth understanding of software and equipment being used by the customer.

·         Good interpersonal and customer care skills.

·         Able to set priorities and multitask.

·         Detail-oriented and customer-focused; Accurate records keeping.

 

BASIC QUALIFICATIONS:

 

·         Complete at least 2 years of college without back subjects

·         Excellent conversational English skills

·         Internet savvy and knowledge of MS Office applications

·         Preferably with knowledge and experience in handling concerns related to mobile phones, internet and cable.

·         Previous Telco customer service / technical support experience is a plus!

PRE-EMPLOYMENT REQUIREMENTS:

  • Resume / Curriculum Vitae (CV)
  • ID Pictures - 2 pcs of 1x1
  • Original copy of NBI Clearance (or photocopy of Receipt/Claim date)  (validity: not more than 6 mos)
  • Original copy of Police Clearance
  • SSS Employment History ( for previously employed) or SSS photocopy of E1 Form/E4 Form/E6 Form) for first-time employees.
  • TIN with Tax Status (photocopy or Form 2316: ITR from previous employer)
  • PhilHealth (photocopy or Member’s Data Record
  • Pag-Ibig (photocopy or Member’s Data Form)
  • Birth Certificate (From Civil Registry or NSO certified)
  • Proof of Educational Attainment (HS Diploma/TOR/True Copy of Grades)

 

WHAT WE HAVE TO OFFER

 

  • Competitive compensation package including regular performance bonuses
  • Medical and dental coverage plus life insurance options
  • Pharmacy, transportation & rice benefits await those that qualify
  • TeleTech offers opportunities for career advancement, personal development and experiences meant to enhance the quality of your professional life
  • Immerse in personal development programs and continued skills enhancement through online and proprietary  TeleTech training curriculums
  • Engage with your colleagues and build friendships through exciting promotions, events and activities

 

HOW TO APPLY

  • SMS.  Text 0920-278-9988 and request for a phone interview
  • Online. Apply at www.TeleTechJobs.com via computer or mobile phone
  • Live Chat. www.teletechjobs.com/contact-us/get-live-help/
  • Go Social.  Visit us at facebook.com/TeleTechPilipinas or twitter.com/TeleTechPinas
  • Walk In. TeleTech Recruitment Office, 2nd floor, IT Center, Oakridge Business Park, AS Fortuna, Mandaue City 6014


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