Technical Support Representative (Entry Level)

TECHNICAL SUPPORT REPRESENTATIVE

Office location :

Unit 1431 Centuria Medical Makati Century City

Kalayaan Ave. cor. Salamanca St.

Brgy. Poblacion, Makati City

About the Company :

The Client is a software and service provider for home health, hospice, and outpatient

therapy agencies. With more than 20 years invested in the health care industry, we have served a

multitude of diverse home health agencies by providing software solutions and managed services, along

with exceptional customer services, technical support, training, and education.

About the Opportunity :

The position is for Technical Support Representative. You will be working directly with our Support,

Marketing / Sales, and Customer Success Teams. You will speak with customers or potential customers to

provide education and information related to products or services.

DUTIES AND RESPONSIBILITIES

1) Answer and process customer calls effectively and efficiently

• Utilize available tools to increase call efficiency and accuracy
• Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call
• Demonstrate applied knowledge of support tools by utilizing them to find answers to customer issues and efficiently document all customer contact
• Present a professional and pleasant image of product and company
• Assist with the installation, applying updates, and or applying patches for the supported application
• Follow excellent troubleshooting steps by asking effective clarifying questions, and discover underlying causes of concern
• Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity via online and / or onsite
• Demonstrate increased patience and understanding when dealing with difficult or escalated callers
• Exceed customer expectations with outstanding customer service
• Demonstrate a sense of urgency to the queue, customers, and business objectives
• Demonstrate efficient multi-tasking skills to balance all aspects of call flow and additional assigned duties and responsibilities, completing each in a timely manner
• Demonstrate strong knowledge of the product
• Assist with testing of the supported application for different intermediaries, clearinghouses and / or insurance companies as requested

2) Maintain effective call ownership

3) Proactively work to improve self, team, department, product, and company

4) Demonstrate an increased ability to work with escalated customers and issues

5) Learn and demonstrate advanced product knowledge, including interactions with third party add-on products

6) Other duties and projects as assigned to assist coworkers and management

Qualifications :

OTHER BENEFITS :

Know someone who'd be perfect for this role? Refer them to us through the link below and get rewarded via Gcash for every successful hire : https : / / rb.gy / u35c6

Send them our way, and let's win together!

Check our website to see more :

https : / / thebackroomop.com /

And our Facebook page if you want more :

https : / / www.facebook.com / TheBackRoomOP

And here's the link to our Glassdoor page, where you can see what our team members have to say about us : https : / / www.glassdoor.com / Reviews / The-Back-Room-Philippines-Reviews-E3846636.htm

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