Technical Support Specialist I (Mac/Apple) ID-4026

Work Setup

Monday – Friday, 8:00 pm – 5:00 am | Nightshift
Onsite (Philexcel, Clark)
Php 30,000 + 10% night differential pay

About the Role

If you are passionate about providing exceptional customer service, possess technical aptitude, and thrive in a dynamic environment, we invite you to apply for the position of Technical Support Specialist. Join our team and contribute to our commitment to excellence in customer support.

Roles and Responsibilities

The primary purpose of this position is to answer and resolve customer questions, concerns, and issues of sales, customer service, and technical nature through phone calls, emails, and live chats. As a Technical Support Specialist, you will adhere to Call Center and company policies and procedures. The average workload for this role is expected to be:

Phone support: 20-40 customer contacts per day.
Live chat support: 20-50 customer contacts per day.
Assisting customers calling in with inbound sales and customer service inquiries, providing guidance on products, shipping, returns, and policies.
Helping customers identify the appropriate equipment to meet their needs and setting up sales orders, including carrier selection, order verification, and credit card processing.
Responding to inbound customer emails in a professional and courteous manner, addressing questions and providing additional information.
Creating and managing customer accounts in our ERP system, making necessary adjustments as required.
Providing rudimentary technical support on products in macOS and Windows OS environments, utilizing troubleshooting guides, FAQs, product manuals, knowledge base articles, and escalating to appropriate tier support when necessary.
Maintaining a professional and courteous demeanor while resolving challenging situations.
Collaborating with other team members to deliver superior service both internally and externally.
Staying updated on new policies, products, and procedures by reviewing internal training resources.
Performing any other assigned duties.

Tier II

Assist customers with further in-depth troubleshooting.
Assisting customers with technical support questions on products in macOS and Windows OS environments by following troubleshooting guides, FAQs, product manuals, product knowledgebase articles, independent research and when necessary, escalating the situation to Tier 3 support
1-2 years of Level II Technical Support experience, either in person or via phone.

Qualifications

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To excel in this role, the ideal candidate should be comfortable working on a Mac platform and possess proficiency in Microsoft Excel and Google Apps for Work. They should also demonstrate the ability to quickly adapt to new software or tools

Required Experience

1-2 years of appropriate Technical Support experience, either in person or via phone.
Ability to follow troubleshooting guidelines, FAQs, product manuals, and knowledge base articles.
Proficiency in independent research, troubleshooting, and probing technical issues is a plus.
Mac Hardware/Software experience is preferred.
Windows OS experience is a plus.
iOS, iPadOS, Chrome, Linux, and Android experience a plus.
Typing speed of 40 WPM or greater is required, and strong data entry skills are helpful.

A Successful Candidate Must Have

High School Diploma/GED
Excellent verbal and written communication, listening, and problem-solving skills.
Superior attention to detail is a must.
Ability to adapt to change and work in a fast-paced, ever-changing environment.
Ability to multi-task, prioritize workload, and work with a sense of urgency to meet business needs.
Strong team skills and the ability to collaborate effectively with others.
Genuine empathy and interest in assisting others, ensuring long-term stability and enjoyment in the role.