Technical Support Representative - Vietnam
Payreto
- Ho Chi Minh City
- Permanent
- Full-time
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.