Support Technician

Quezon City, Metro Manila
Permanent
Full-time

2 months ago

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!At Acquire Intelligence, our mission is to help business work smarter.We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.Advance Your Career - Join us today and be part of a team where your work makes an impact!WHY JOIN THE A-TEAM?Come for a career, stay for the fun!· HMO coverage for you and your family**· Yearly Kick Off Parties with major giveaways (like the car in 2023)· Get recognized through our ‘Value Awards’· Grow your career - yes, we love to promote internally· Do meaningful work and collaborate with the best· 900 promotions given each year· 2,700+ leadership training coursesA SNAPSHOT OF YOUR ROLEA SNAPSHOT OF YOUR ROLE
● Deliver consistent and exceptional customer service, and where possible first call resolution across all Vocus products and services.● Be the first point of contact for all inbound standard customer interactions and provide first level technical support via multiple channels.● Ensure all communications are accurately and thoroughly documented into the Support Ticketing system, correctly prioritized, and categorized.● Ensure all customer communications are proactively attended to in an effective and timely manner within customer Service Level Agreements – whilst ensuring the customer is kept informed of progress.● Develop and maintain relevant knowledge and skills to be able to create solutions to technical/application customer problems and queries.● Responsible for the completion of all assigned cases ensuring customer satisfaction and quality control.● Ensure system, service records and documentation are kept up to date with any changes.● Identify complex technical issues for escalation to Support Engineer employees and effectively use the pre-established escalation process within OLA/SLA.● Escalate any identified standards, policies, or procedural improvements to relevant parties within the organization to enhance the current use of products or systems and reduce incoming contact channel volumes whilst keeping Management aware of any discrepancies, deficiencies, or inaccuracies.● Contribute to the creation and updating of both customer and internal departmental documentation and knowledge, including processes and work instructions.WHAT WE VALUEWe’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:· Curious and Clever: Smart questions spark smart solutions.· Entrepreneurial Energy: Think like an owner. Solve like a founder.· Fast with Intent: We move fast and deliver real results.· Laugh and Learn: We don’t take ourselves too seriously, just our results.What are you waiting for?Come for a career, stay for the fun!Join the A-Team and experience the A-Life!

Acquire Intelligence

Apply Now