Technical Support Representative/API Support (Get ₱15,000 Signing Bonus)

The core mission of the Technical Support Representatives is to provide timely, correct, and complete technical solutions (basic to advanced) to client users via call, chat, and/or email. Technical Support Representatives are the client’s front liners in ensuring that the client’s customers will have a positive customer experience.
Technical Support Representatives are expected to meet or exceed the performance targets set by the client and Payreto.

WHAT WILL YOU DO?

• Provide technical support via phone, chat, and/or email for an online payment account for their high-value clients in a 24/7 environment.
• Assist with product or application-related inquiries.
• Diagnose hardware and software failures by evaluating and analyzing symptoms provided using established procedures.
• Help identify and initiate corrective action by determining the most cost-effective repair/resolution to minimize customer downtime.
• Redirect/escalate issues to appropriate resources for high-profile customer issues.
• Update the team’s knowledge base when necessary.
• Ensure that there is a thorough understanding of customer queries and issues.
• Develop and maintain positive customer relations by coordinating with various functions within the company to ensure customer requests are handled promptly.
• Follow up and make scheduled call backs to customers as necessary.
• Attend client and Payreto meetings and trainings.
• Support and respond to customers in a wide variety of queries (basic to advanced).
• Adhere to agreed processes, meeting required work standards, targets and objectives.
• Completely and accurately write review notes.
• Must be amenable to render overtime based on business needs.
• Assist in adhoc work assigned by immediate supervisor.

WHAT SHOULD YOU HAVE? 

• A bachelor’s degree in any field is preferred. Most ideal: Information Technology, Computer Science, Business
• Administration, Finance, or any equivalent degree.
• At least one (1) year of experience in back-office document processing operations related to applications for
• e-wallets, loans, or insurance or at least two (2) years’ BPO inbound voice/email/chat experience in handling international accounts in customer service.
• High attention to detail
• Above average written and verbal communication skills
• Must have average logical and verbal reasoning.
• Ability to provide correct decisions based on rules and policies.
• Ability to handle multiple tasks, prioritize workload, and adapt to changing priorities in a fast-paced environment.
• Process-oriented.
• Must be quality conscious.
• Exceptional problem-solving and critical-thinking skills to identify the root causes and provide effective solutions.
• Strong customer service orientation with the ability to remain calm, patient, and empathetic in challenging situations.
• Good to Excellent in using MS Excel, Word, Google Sheets, etc... (Vlookup, Pivot, and advanced Excel formulas)
• Knowledge of programming languages is preferred but not required.

Shift Schedule

• Shifting Schedule depending on business needs.
• Willing to work onsite at least twice a week.