Position title
Product Support Representatives
Skills
- Experience with the Zendesk Suite (Support, Guide, Chat, and Voice) and/or Salesforce is an asset.
- Intermediate to advanced level of MS Excel skills. Knowledge on google sheets is a plus.
Description
- Manage inbound and outbound questions from users about our platform in a courteous and accommodating manner through Voice, Email, and Chat.
- Assist customers in processing payments and refunds made through PayPal.
- Patiently troubleshoot issues with non-technical customers using our online reader in various Internet browsers, as well as Android and iOS applications.
- Oversee and listen to customer complaints and promptly provide alternative, educated solutions for resolution.
- Create and file descriptive tickets for technical bugs discovered while assisting customers.
- Follow communication and technical procedures, guidelines, and policies.
- Conduct market research, data gathering and validation on existing and new leads and build a database of prospects and leads for the Sales Team.
- Cold call identified prospects to probe relevant business information to qualify prospects as lead and identify potential needs that can be used to better position the solution we offer.
- Set up appointment for Sales/Business Development Manager for product demo as maybe requested.
- Provide admin support to the US counterparts that includes scrubbing, sorting, categorizing and verifying data sets.
- Provide back-office support to schools to ensure proper distribution and management of book access to students and spot technical issues early on.
- Perform other tasks as may be assigned by management.
Qualifications
- Completion or currently completing an undergraduate degree.
- 1-2 years of relevant work experience in customer service support (Tier I/II) and/or as an IT service help desk specialist.
- A good understanding of web and mobile technology.
- Fluent in English with excellent oral, written, and interpersonal communication skills.
- Ability to multi-task, prioritize, and manage time effectively.
- Motivated to learn new things and have strong critical thinking skills to adapt to dynamic situations quickly.
- Experience with the Zendesk Suite (Support, Guide, Chat, and Voice) and/or Salesforce is an asset.
- Intermediate to advanced level of MS Excel skills. Knowledge on google sheets is a plus.
Contacts
To apply for this job email your details to chris@kcrecruitment.com.
Employment Type
Full-time
Industry
BPO
Job Location
Makati
Base Salary
P25000-P30000
Date posted
5th June 2020
Valid through
31st August 2020
