Description A Tier 1 agent’s primary objective is to provide our customers with exceptional Customer Service and Tech Support through phone and email contacts.
Tier 1 agents are also expected to be able to communicate with their customers effectively as well as meet if not exceed the required scores needed for their monthly Quality Assurance audits.
They must also attend all the necessary trainings assigned to them. Responsibilities MAIN DUTIES
Handle level 1 Technical Calls
Assess existing systems and / or user needs to analyze proper course of action
Improves client references by writing and maintaining documentation.
Maintains a log of completed work using an incident-tracking application ADDITIONAL FUNCTIONS
Attends training, workshop, seminar, and focus group discussions of the team
Work within defined MANILA COMRES operational and employee goals by contributing to other projects, if needed. Requirements
1+ years in customer support / help desk environment (preferred)
Flexible work schedule with 40+ hours as business needs dictate
Ability to work individually or in a team environment
Meets the required performance levels in Quality Assurance Audits
Skilled in Microsoft Office Tools
Ability to communicate effectively
Exceptional written and verbal communication skills
Willing to work on shifting operations which may include weekends with scheduled days off, to support the assigned business and customers.
Must be able to effectively and independently function while maintaining a positive energy level in an environment of constantly shifting demands.
Drive for Results