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Customer Support Representative
Customer Support Representative
Customer Support Representative
Date Posted:
2011-01-12
Call Center Company: Five9 Philippines
Description:
Five9 Philippines is looking for individuals who are qualified for the position of Customer Support Representative.
Successfuly applicants for Customer Support Representative will have a great career in Five9 Philippines.
Responsibilities:
As Tier 1 Customer Support Representative you will be responsible for handling incoming customer inquires with the goal of trying to resolve the issue on the first call.
Duties include troubleshooting the problem and logging calls into case management system. You will also be responsible for explaining the Five9, VCC functionality and in some cases you will need to guide customers through set up of the Virtual Call Center (VCC) application.
As Tier 3 Technical Support Representative you will be responsible for handling escalations with the goal resolving the issue as soon as possible.
Duties include troubleshooting the problem, reading through Java server logs, understanding customer network environment, communicating with clients and logging calls into case management system.
You will also be responsible for connecting the dots with customers so they understand the nature of the case and come up with a resolution.
Requirements:
Tier 1 Customer Support Representative
At least 2 years experience as a Technical Support Representative supporting a Voice over IP (VoIp) application or similar product, Software as a Service (SaaS) application, Java application, or computer networking hardware or call center software or hardware.
1 year of experience in the last 2 years with associated software installation, configuration and system operation with knowledge of Windows XP, Windows Vista and Windows 7.
Experience working with challenging customers
Typing proficiency: 40 - 60 wpm.
Tier 3 Customer Support Representative
At least 2 years experience as an Escalation Level Technical Support Representative supporting a Voice over IP (VoIp) application or similar product, Software as a Service (SaaS) application, Java application, or computer networking hardware or call center software or hardware.
Willingness to work additional hours, if needed.
Previous experience in the last 2 years should be with associated software installation, configuration and system operation with knowledge of Windows XP, Windows Vista and Windows 7.
Other Background and Experiences:
Excellent (preferably native) English language verbal and written communications skills with the ability to express complex technical concepts effectively, both verbally and in writing.
Willingness to work flexible shifts specifically during the late evening, night and early morning hours.
Experience working with a case management tracking tool and a knowledge base systems.
A working knowledge of Microsoft Operating Systems and products including MS Office and Outlook.
Self motivated, detail-oriented and organized. Able to work independently and efficiently to meet deadlines
Ability to work well under pressure and multi-task
Basic working knowledge in TCP-IP Networking, Network hardware including Computer Firewalls /Routers.
Required Education applicants must have one or more of the following:
Associate or Bachelors degree in a technology related discipline.
Successful completion of electronics equipment training at a technical/trade school (with certification is a plus)
For Tier 1, if only high school diploma must have 100 hours of professional education related to a PC based environment.
Preferred Background and Experience:
Experience supporting customers in the Small/Medium size business segments, preferably in a technical call center environment or Internet Service Provider (ISP) environment.
Familiarity with PC and peripheral equipment and LAN terminology as well as knowledge of Windows and TCP/IP Networking Protocols.
Experience using Salesforce.com case management tool and similar solutions knowledgebase systems
Knowledge in Database and Internet-based applications.
Experience using networking tools, knowledge of basic internet connection types and firewall configurations.
(For Tier3) - Knowledge in Java logs and errors
(For Tier 3) -Knowledge of basic UNIX and SQL
Spanish speaking background is a plus
Call Center Directory advises to all job seekers to apply as walk-in applicant for Customer Support Representative job opening of Five9 Philippines.
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