Key Responsibilities:

• Inbound Call Handling: Answer a high volume of technical support calls, patiently listening to and documenting customer issues with clarity.

• Remote Troubleshooting: Guide customers through systematic troubleshooting steps over the phone to diagnose and resolve technical problems (e.g., password resets, app configuration, network issues).

• Issue Escalation: Accurately identify issues that require advanced support and escalate them to the appropriate Tier 2 or engineering teams with detailed notes.

• Customer Education: Clearly explain technical solutions and product functionality in a simple, easy-to-understand manner to non-technical users.

• Documentation: Maintain detailed records of all customer interactions, troubleshooting steps taken, and final resolutions in the CRM system.

• Educational Background: At least a High School Graduate or a holder of a High School Diploma/GED is required. A college level or Associate's Degree, especially in IT or a technical field, is a distinct advantage.

• Experience: 1-2 years of experience in a customer service or call center environment is preferred, with a focus on technical or complex inquiry resolution. Fresh graduates with strong technical aptitude are also welcome.

• Technical Aptitude: Demonstrated ability to quickly learn and understand new software, operating systems, and basic network concepts.

• Communication Skills: Excellent verbal English communication skills are mandatory for clarity and de-escalation over the phone. Must possess strong listening and comprehension skills.

• Work Setup Readiness: Must be capable of working on a shifting schedule (including night shifts, weekends, and holidays) in the fully equipped on-site call center facility in Taguig.