Overview:

The Technical Support Specialist provides timely support to customers through available communication channels (email and chat)

Qualifications:

Education background:

• Bachelor’s Degree or at least Diploma or equivalent in any discipline.

• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension) (url removed)

Work experience:

• Minimum of 6 months work experience in customer support in any industry.

• Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field

• Call centre experience is not a ‘must’ but would be a distinct advantage

Required Interpersonal Skills:

• Must be tech savvy and interested in the customer’s products and platform features

• Ability to meet sales targets, while providing a stellar customer experience

• Strong capability of transitioning support calls to solutioning sales opportunities

• Proven ability to promote and build extraordinary customer rapport

• Multitasking and computer navigation abilities

• Ability to take complete ownership of customer issues and provide top tier service while resolving the issue before ending the call

• Coachable, learner mindset, ability to take feedback and proactively apply it to improve results

• Self-driven to achieve targets and deliver superior service

• Must be able to speak, read and write the required language to support

Preferred requirements:

• 3+ years sales experience in a consultative selling role

• Solid understanding of client products/services

• Experience in B2B consultative sales, relationship building and using CRM systems

• Experience owning and/or operating a small and/or midsize business (SMB).

• 1+ years’ experience in a commission, bonus, and/or metrics-driven environment

Technical Skills:

• Minimum typing speed of 40wpm with a 90% accuracy score.

• Computer literate and fully conversant in Microsoft Windows and Microsoft Office

• Experience in Customer Support / Technical Support will be added advantage

• Have basic understanding on HTML and Java will be added advantage.

Responsibilities:

• Field inbound calls and exhibit the correct sales and customer experience behaviors throughout the entire interaction

• Take a consultative approach to uncovering needs and forming solutions of new products and services that will help their businesses succeed

• Offer resolution within our scope of support (SOS), providing direction for third party resolution or consultation regarding a paid solution, as appropriate

• Troubleshoot client products as needed to resolve each call the first time

• Meet metrics such as First Call Resolution, Conversion Rates, Net Promoter Score, and New Sales

• Demonstrate extraordinary interpersonal skills and the ability to thrive, multi-task, and prioritize in a high-volume, dynamic environment