Technical Support Representative
This is a remote position.
About Infinit-O: As a top Business Process Optimization solutions provider, we partner with the world's fastest-growing companies in Financial Services, Healthcare, and Technology, offering data-driven solutions and providing strategic advantage. Our company specializes in business process optimization for 18 years now, with a world-class Net Promoter Score of 71, delivering powerful technology and high-performance teams within our highly engaged and agile culture. Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments Specific Duties & ResponsibilitiesDetermines eligibility by comparing client information to requirements
Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments
Utilize active listening and empathy skills
Strive to meet or exceed call center metrics and service levels
Schedule and engage in follow-up calls with clients regarding on-going technical issues
Resolve technical escalations from the Product Support phone and chat team
Troubleshoot issues which may occur during database updates, new software installations, and server migrations
Track and monitor all client interactions using Salesforce CRM system
Coordinate with peers to provide proper coverage for all appointments
Requirements
Requirements
Education & Experience1-2 years of experience in a customer service/support role is required
1-2 years of computer application-based technical support experience or IT experience is required
Qualification
Previous call center experience is required
Excellent verbal and written communication skills are required with emphasis on phone etiquette
Works hard with little supervision
Detailed-oriented with exceptional documentation skills
Working knowledge of Microsoft Windows administration tools
Basic understanding of Microsoft SQL Server
Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals
Apple iPad & Parallels knowledge is a plus
Familiarity with HIPAA regulation is preferred
Requires 1–2 years of customer service and technical support or IT experience, call center experience, strong communication and documentation skills, and knowledge of Windows tools, SQL Server, networking, and HIPAA.
Key Responsibilities
- resolving issues
- troubleshooting systems
- tracking interactions
Skills & Tools
Microsoft Windows Operating System, Apple iOS, Salesforce CRM, Microsoft Windows administration tools, Microsoft SQL Server, NETBIOS, TCP/IP, Apple iPad, Parallels
Job Details
- Category: Information Technology
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — Philippines
- Languages: English
About Infinit-O
A business process optimization provider delivering data-driven solutions and high-performance teams to companies in financial services, healthcare, and technology. — Industry: Consulting Services