POSITION OVERVIEW

The core mission of the Technical Support Representatives is to provide timely, correct, and complete technical solutions (basic to advanced) to client users via call, chat, and/or email. Technical Support Representatives are the client’s front liners in ensuring that the client’s customers will have a positive customer experience.

Technical Support Representatives are expected to meet or exceed the performance targets set by the client and Payreto.

Principal Duties and Responsibilities:

• Provide technical support via phone, chat, and/or email for an online payment account for their high-value clients in a 24/7 environment. This is a pioneer account.
• Assist with product or application-related inquiries.
• Provide technical support to customers on operational or maintenance aspects of system equipment by:
• Diagnose hardware and software failures by evaluating and analyzing symptoms provided using established procedures.
• Help identify and initiate corrective action by determining the most cost-effective repair/resolution to minimize customer downtime.
• Redirect/escalate issues to appropriate resources for high-profile customer issues.
• Develop and maintain positive customer relations by coordinating with various functions within the company to ensure customer requests are handled promptly.
• Follow up and make scheduled call backs to customers as necessary.
• Update the team’s knowledge base when necessary.
• Attend client and Payreto meetings and trainings.
• Support and respond to customers in a wide variety of queries (basic to advanced).
• Ensure that there is a thorough understanding of customer queries and issues.
• Adhere to agreed processes, meeting required work standards, targets and objectives.
• Completely and accurately write review notes.
• Must be amenable to render overtime based on business needs.
• Assist in adhoc work assigned by immediate supervisor.

• Bachelor's degree required
• 3-5 years of experience