IT Customer Support

Job Description

Company Description

Outsourced.ph is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.

Position Overview
 
As an IT Customer Support, you will be responsible for handling customer inquiries via support calls. You will guide customers in diagnosing and resolving internet connectivity issues (both wired and wireless) by navigating the Android TV box settings menu. Additionally, you will help customers adjust network settings, change time zones, and make the most of our live TV and catchup TV applications.
 
Key Responsibilities
 
Customer Support

• Answer inbound calls and provide timely, accurate, and courteous assistance.
• Address a variety of technical inquiries related to internet connectivity and device settings.

Troubleshooting & Diagnosis

• Guide customers through step-by-step troubleshooting processes for diagnosing wired and wireless connectivity issues.
• Assist customers in navigating the Android TV box settings menu to adjust network settings and change time zones.
• Provide support on how to use the Live TV and catchup TV apps effectively

Resource Utilization

• Utilize provided tutorials, how-to guides, and screenshots to assist customers with setting adjustments and app navigation.
• Ensure all customer interactions are documented in our support system accurately.

Customer Education

• Empower customers by explaining the settings and functionalities of their devices
• Offer clear instructions to help customers understand and solve common issues independently in the future.

 
Quality Assurance

• Maintain a high level of customer satisfaction by ensuring issues are resolved in a timely and effective manner.
• Follow up with customers as needed to ensure successful problem resolution.

Required Skills (Must Have)

• Previous experience in a technical support role, preferably in a call center or customer service environment
• Familiarity with troubleshooting internet connectivity issues and working with network settings.
• Experience with Android TV boxes and similar streaming devices is a plus.

Skills

• Excellent verbal communication and active listening skills.
• Ability to explain technical concepts in a clear, simple manner.
• String problem-solving skills and detail detail-oriented mindset
• Comfortable working with technology and navigating digital tutorials and guides.
• Proficient in using support ticketing systems and standard office software.

Desired Qualifications (Nice to Have)

• High School Diploma or equivalent required IT Support certificate preferred

Join our team and become part of a collaborative environment where your skills and expertise will make a difference in delivering innovative solutions to our customers. Apply now to embark on an exciting journey with us!

Walk in to our Eastwood Office to fast-track your application. Our Recruitment Team will be happy to interview you every Wednesday from 10 AM to 3 PM!


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