As a Customer Support Representative/Help Desk Associate, you will be responsible for providing excellent customer service by addressing inquiries and resolving issues over the phone. Proficiency in using Office 365 is essential to assist customers with software-related queries. The ideal candidate should possess strong communication skills, problem-solving abilities, and a customer-centric approach.
Key Duties and Responsibilities:
- Customer Interaction:
- Respond to customer inquiries and issues via incoming calls.
- Provide clear and concise information regarding products, services, and technical support.
- Demonstrate empathy and professionalism in every customer interaction.
- Technical Assistance:
- Utilize expertise in Office 365 to assist customers with software-related problems.
- Guide customers through troubleshooting steps and provide solutions to technical issues.
- Document and escalate complex technical issues to the appropriate teams.
- Problem Resolution:
- Effectively identify, troubleshoot, and resolve customer concerns.
- Follow established procedures for issue resolution and escalate issues when necessary.
- Ensure customer satisfaction by addressing concerns in a timely and efficient manner.
- Accurately document customer interactions and issue resolutions in the company's CRM system.
- Create and maintain knowledge base articles to assist customers with common queries.
- Product Knowledge:
- Stay updated on the features and updates of Office 365 and related products.
- Provide product information and training to customers as needed.
- Collaborate with other departments, including IT and product development, to resolve complex issues.
- Share customer feedback and insights with relevant teams to improve products and services.
Desired Skills and Experience:
- Previous experience in customer support or a related role.
- Strong verbal communication skills and active listening abilities.
- Proficient in using Office 365 applications.
- Familiarity with common customer support software and CRM systems.
- Ability to troubleshoot and resolve technical issues.
- Excellent problem-solving skills and attention to detail.
- Ability to work independently and collaboratively in a team environment.
- Flexibility to adapt to changing priorities and handle a high volume of calls.
- Prior experience in customer support or a technical support role.
Remotify is an Employer of Record solution that enables freedom and security for businesses and employees, because we want to make remote outsourcing simply excellent, cost-effective and sustainable for all.
Created by people who value people, Remotify is a certified Great Place to Work® organization. We are good for businesses; good for employees; and good for the Philippines.
We are big believers of Filipino talent and making a name for it all over the world. By making our talent more accessible to global businesses, we’re helping to boost the economy of the Philippines—today and in the future. In addition, for every employee we hire, we give a portion of our revenue to SOS Children’s Village—a non-profit which cares for underprivileged children in the Philippines, from cradle to career.
We are committed to making a positive change to the future of remote work. One business Remotified, one job opportunity created, and one child helped at a time.
Here are the perks of working with us:
- Competitive salary (Php25,000-30,000)
- I.N.S.P.I.R.E program that will help you build personal and professional character
- A payroll system that assures on-time payments at all times
- SSS, Philhealth, and Pag-ibig
- 13th Month Pay
- Paid local holidays
- Paid incentive leaves
- HMO Benefit
If you are the one we're looking for, send us your application now. All shortlisted applicants will receive an email from our HR for the next steps of your recruitment process.
You may also review our other job openings