Tech Support Representative within Cagayan de Oro

About the Role:

We are seeking a friendly and technically proficient Tech Support/Customer Service Representative to provide exceptional support to our client's customers. The ideal candidate will have a passion for helping people, a strong understanding of technology, and excellent communication skills. You will be responsible for resolving customer inquiries, troubleshooting technical issues related to our smart locks and door locks, and ensuring a positive customer experience.

Responsibilities:

Provide technical support to customers via phone, email, and chat, assisting with installation, setup, troubleshooting, and general inquiries related to smart locks and door locks.
Diagnose and resolve technical issues related to hardware, software, and network connectivity.
Guide customers through the installation and setup process, providing clear and concise instructions.
Create and maintain troubleshooting documentation and knowledge base articles.
Handle customer complaints and resolve issues in a timely and professional manner.
Process warranty claims and returns.
Provide product information and recommendations to customers.
Maintain accurate records of customer interactions and technical issues.
Collaborate with the development team to identify and resolve product defects.
Stay up-to-date on product updates, new features, and industry trends.
Educate customers on best practices for using and maintaining smart locks and door locks.
Proactively identify and escalate recurring issues to the appropriate team.
Assist in creating FAQs and user guides.

Requirements Qualifications:

Proven experience in technical support or customer service, preferably in a technology-related field.
Strong technical aptitude and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to explain technical concepts to non-technical users.
Patience and empathy when dealing with frustrated customers.
Familiarity with smart home technology and door lock systems is a plus.
Experience with CRM software and ticketing systems.
Ability to work independently and as part of a team.
High level of attention to detail and accuracy.
Strong organizational and time-management skills.

Benefits
Reminders:
Attaching your resume is optional but highly recommended to ensure the information in your application form is accurate.
A Loom video is required as clients may request it during the selection process.
Be sure to complete the skill set section thoroughly—this is crucial for our internal system automation and ensures your application is processed efficiently.