Technical Support Representative

Technical Support Representative – Davao, Philippines

Responsibilities

• Listen to and handle customers' needs and concerns, demonstrating empathy while building rapport.
• Identify customers’ concerns over the phone, including basic troubleshooting, system and equipment issues, installations and maintenance.
• Educate customers on support options and steps being taken to resolve issues.
• Provide first‑call resolution while maintaining confidentiality and setting proper expectations.
• Manage, install, uninstall, and support application programs and software.
• Support various devices:
  • Personal computers (PC) or Apple Mac
  • Smartphones, digital music players, tablets
  • Music downloading and organizing
• Understand key internet concepts:
  • Web navigation, internet security (SSL) and password management for multiple sites.
  • Use search engines and sea...