Helpdesk Support Representative

Helpdesk support representative help customers to resolve technical problems associated with the company’s product and services, also serve as the first point of contact for customers with complaints or questions concerning company’s products / services. Usually communicate with clients via phone calls, emails, viber, web chat interaction to provide step-by-step solutions effective in resolving hardware or software problems. HSR operate automated call distribution phone software to deliver remote technical services to customers, they interview and listen to clients to identify their needs and provide solutions effective in addressing their problems. And liaise with the various departments of an organization to resolve customer issues, maintain record of call transactions using computer systems and special tracking software. Escalate difficult issues to superiors for expert resolution. They also ensure compliance with standards established procedures for addressing client concerns. Need also to have certain qualities, including problem-solving, customer service, and communication skills.

  1.0Specific Responsibilities, but are not limited to:

JOB RESPONSIBILITIES:

Monitor all communication channels with the customers (calls, emails, chat).
Makes use of available documentation/resources to resolve errors and identifies/implements documentation gaps.
Recognizes and implements/automates process enhancements.
Resolve clients reported issues immediately. If not, report and escalate accordingly.
Manage escalated issues and collaborate with other internal departments to expedite resolution.
Responds promptly to escalations while keeping detailed case notes.
Manages client expectations and experience to deliver high satisfaction and increase retention.
Follows up with clients, ensuring clients are up to date and satisfied with resolution.
Communicate clearly and effectively with colleagues and management to quickly resolve issues and ensure client satisfaction.
Increase personal technical knowledge by reading operating manuals and diagnostic information and/or attend refresher trainings when possible.
Keeping up with the POS’ changes requires continuous learning
Ability to analyze all system processing delays, failures and errors to determine the appropriate action necessary for resolution
Close issues in OTRS and/or Helpline that have been resolved already
Other related duties assigned as needed

  • PROFESSIONAL VALUES:
    At ease doing alternating work shifts (weekend, midday, night, and regular day shifts).
    Capability to multitask and manage deadlines.
    Adaptability, reliability, optimism, and a strong work ethic.
    Resourceful and proactive in gathering information and sharing ideas.
    Exhibit professionalism and commitment to the role, the company, and the creation of the product.
    Honest, Self-Aware of professional capabilities and always open to learn and improve, Confident, Fun Loving and Productive.
    Drive to continuously learn new things by reading and trying out new technologies on the job. You should also enjoy teaching others around you.
    Shows eagerness to grow and learn more about the business. This includes asking questions on a timely manner, reading, modelling others, and being open and responsive to feedback/areas of improvement.                                                                                                                            

 

Employer questions

Your application will include the following questions:
  • Which of the following types of qualifications do you have?
  • What's your expected monthly basic salary?
  • Do you have customer service experience?
  • How many years' experience do you have as a Support Representative?

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