Spanish-English Customer Support Agent
transcosmos
Metro Manila, Taguig
1d ago

Description

Service Hours : Monday - Sunday the exact working hours are determined by different shifts (including night shifts and weekends)

To provide support to our clients, INS customers in multiple roles and phases of their interaction with the client’s enterprise products.

Agents will be required to assist with the implementation and usage of our client’s software including advising clients on the set up of application Manager, ensuring full utilization of the solutions, analyse, diagnose and troubleshoot client requests and provide timely resolution to clients experiencing product issues including installation, licensing and how to questions.

Support will consist primarily of assisting clients with product issues via phone, email and chat.

The Customer Support Agent is responsible for the day provision of the Services. This includes ensuring that a continually high level of service is provided to the customers as set out in transcosmos’ agreements with customers, in the languages described in this document.

In order to provide this high level of service the Agent will be required to effectively manage their available resources, including equipment, information and technologies

Summary of Responsibilities

  • Maintain a quality business relationship with all customers
  • Provide high level professional services in an efficient manner
  • Make effective use of procedural, informational, and technical documentation
  • Requirements

    Skills / Attributes / Competencies Required

  • Fluent in English.
  • Exceptional customer service and people skills
  • Experience in Business to Business environments
  • Excellent written and verbal communication skills
  • Working knowledge / experience with technical applications for government, corporation, and educational entities would be an advantage
  • Strong work ethic, dependable, and flexibility to work overtime
  • Completion of college level work, industry certifications or equivalent work experience is a plus
  • 1-3 years support or directly related experience is a plus
  • Familiarity using computers and mobile devices (Android / iOS) is required
  • Familiarity with Microsoft (Win 7, Win 8 & 10) and Apple operating systems is required
  • Familiarity with the market leading browsers (Google Chrome, Firefox, IE 11, Edge, Safari) is required
  • Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions;
  • uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.

  • Possesses, acquires, and maintains the technical / professional expertise required to do the job effectively and to create effective customer solutions.
  • Technical / professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.

    Languages

  • The tasks and responsibilities described here shall be provided in English and Spanish
  • Benefits

    As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.

    We also reward our staff with great benefits including :

  • Competitive compensation packages
  • HMO / Medical and dental coverage
  • Life insurance
  • Non-taxable allowances
  • And much, much more!
  • Apply
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