Technical Support Expert
Asurion
Nuvali – Sta. Rosa, Laguna
2d ago

Undertake service requests for customers ensuring compliance with Asurion’s policies and procedures carrying out effective note taking on calls

  • Providing technical expertise on inbound calls or other electronic input (e.g. website, CHAT or email) from customers for the purpose of resolving customer issues with devices (e.
  • g. laptops, tablets, smart phones and other consumer electronics) and software

  • Identify customers in line with company, regulatory and legislative requirements
  • Ensure each interaction with a stakeholder of Asurion meets the agreed quality framework (HERO) employing initiatives to achieve a high-quality score
  • Maintain a high level of customer service with all stakeholders employing initiatives to achieve a high net promoter score (NPS)
  • Educate oneself with technology and keep up-to-date with changes particularly in the device protection / consumer home technology space
  • Ensure you are always in the right place, at the right time (adherence) as per your agreed roster
  • Respond to in the game / moment feedback and coaching sessions taking pro-active actions to meet your agreed commitments
  • Use knowledge-based systems and other tools to deliver technical support solutions
  • Processing service requests and managing enquiries related to handset protection and digital products
  • Support initiatives that exceed customer expectations through a range of channels including but not limited to calls and online chat
  • Making sales or recommendations for products or services that best suit client needs
  • Maintain the necessary skills and competencies needed to excel in the role.
  • Meet the agreed individual and team performance targets and development plans
  • Meet the established performance targets to achieve service excellence / operational efficiency
  • Share technical solutions and knowledge with the team and contribute towards best practice
  • Demonstrate a strong One Team attitude working collaboratively with Soluto team members and colleagues across Asurion and its clients
  • Demonstrate emotional resilience and exhibit a can do , positive and results focused attitude
  • Participate in development and activities within Care that enhances engagement, teamwork and vision.
  • Any other responsibilities as directed by your manager.
  • Undertake service requests for customers ensuring compliance with Asurion’s policies and procedures carrying out effective note taking on calls

  • Providing technical expertise on inbound calls or other electronic input (e.g. website, CHAT or email) from customers for the purpose of resolving customer issues with devices (e.
  • g. laptops, tablets, smart phones and other consumer electronics) and software

  • Identify customers in line with company, regulatory and legislative requirements
  • Ensure each interaction with a stakeholder of Asurion meets the agreed quality framework (HERO) employing initiatives to achieve a high-quality score
  • Maintain a high level of customer service with all stakeholders employing initiatives to achieve a high net promoter score (NPS)
  • Educate oneself with technology and keep up-to-date with changes particularly in the device protection / consumer home technology space
  • Ensure you are always in the right place, at the right time (adherence) as per your agreed roster
  • Respond to in the game / moment feedback and coaching sessions taking pro-active actions to meet your agreed commitments
  • Use knowledge-based systems and other tools to deliver technical support solutions
  • Processing service requests and managing enquiries related to handset protection and digital products
  • Support initiatives that exceed customer expectations through a range of channels including but not limited to calls and online chat
  • Making sales or recommendations for products or services that best suit client needs
  • Maintain the necessary skills and competencies needed to excel in the role.
  • Meet the agreed individual and team performance targets and development plans
  • Meet the established performance targets to achieve service excellence / operational efficiency
  • Share technical solutions and knowledge with the team and contribute towards best practice
  • Demonstrate a strong One Team attitude working collaboratively with Soluto team members and colleagues across Asurion and its clients
  • Demonstrate emotional resilience and exhibit a can do , positive and results focused attitude
  • Participate in development and activities within Care that enhances engagement, teamwork and vision.
  • Any other responsibilities as directed by your manager.
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