Technical Support Agent

Job Title: Technical Support Agent Client Industry: Short-term vacation rental software house and vacation distribution company Location: Philippines (Remote) Schedule: The working time for this role will be 9:00 AM to 5:00 PM EST (night shift), but the days are flexible with 2 days off each week. The work schedule may require working on weekends. Position Overview RecruitGo is in search of a Technical Support Agent who will be working with our client based in Florida. Our client is a short-term vacation rental software house and vacation distribution company. Aside from your established skills and expertise, we are also looking for someone who has critical thinking and problem-solving skills, excellent customer service skills, time-management skills, and the ability to handle multiple support requests simultaneously. Responsibilities · Handle customer communication through the support desk, phone, and chat channels to provide information and assistance for product and service issues, requests, and inquiries. · Handle incoming requests from online ticketing, phone, and chat systems. · Track and update assigned tickets promptly. · Evaluate the user’s training needs and requirements. · Analyze technical issues and perform any troubleshooting steps, if necessary, · Record all user interactions and internal troubleshooting steps, as needed. · Use the internal communication tools effectively and keep your colleagues and managers updated on any issues or questions that arise from your daily work. · Forward and escalate support requests to higher technical support tiers and/or other departments, as appropriate. · Inform management of potential issues with clients. · Keep up with the technical knowledge of current products and tools. · Adhere to the agreed Support Schedule (Weekdays, Weekends, and/or Holidays)· Perform any other daily operations responsibility as assigned. Qualifications · Proficiency in the English language and strong communication skills are required to diagnose and resolve technical issues effectively with customers or end-users. · Critical thinking and problem-solving skills are necessary to troubleshoot technical issues and find the root cause of the problem. · Excellent customer service skills are essential. The agent must be patient, friendly, and empathetic, and must deal with difficult customers with tact and professionalism. · Must have time-management skills and the ability to set reasonable and attainable deadlines for resolution. · Must pay close attention to details, as they are required to record and document technical issues and resolutions accurately. · Must be able to handle multiple support requests simultaneously. As such, they must be able to multitask effectively and manage their workload efficiently. · Must be familiar with software applications, and operating systems such as Windows, MacOS, networking, and hardware components. Why RecruitGo? RecruitGo seamlessly links world-class business partners with top-tier global talent in emerging markets. Secure legal employment through our Employer of Record services and embark on a journey to unparalleled professional opportunities.

• Salary: PHP 33,000
• Diverse Challenges : Each day offers fresh opportunities and unique challenges that keep your work engaging and rewarding.
• Team Collaboration : Join forces with a supportive team, where your insights and contributions are valued.
• Inclusivity : Be part of an inclusive and diverse workplace that values your contributions.