Technical Support Specialist (CSR Tier 2) (JH - 03262025 - FTTSS)

At RippedBoxStation · Manila, Metro Manila, Philippines

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Open to the Philippines

“Manila, Metro Manila, Philippines”

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From RippedBoxStation’s job post, as they wrote it.

Position: Technical Support Specialist (CSR Tier 2)

Number of hours: 40 hours/week

Schedule: 8:00 AM to 5:00 PM PST

Tasks required:

* Take customer orders via phone, email, or chat, ensuring accuracy and timeliness.

* Process and track shipments, ensuring orders are correctly fulfilled and delivered on time.

* Provide second-tier technical support, assisting customers with troubleshooting and resolving technical issues related to products or services.

Read the full description

* Utilize and navigate the Davinci System to process orders, manage customer data, and troubleshoot technical issues efficiently.

* Communicate effectively with customers to address inquiries, concerns, and feedback.

* Identify and resolve issues that require further escalation and work with higher-tier technical support teams to resolve complex issues.

* Accurately document customer interactions, issues, and resolutions in the system.

* Work closely with other teams, such as sales, logistics, and upper-tier technical support, to ensure smooth operations.

* Stay up-to-date with system updates, product knowledge, and industry trends to provide the best support possible.

Requirements:

* Previous CSR or Technical Support experience in a related field.

* Must have prior experience using or knowledge of the Davinci System for order processing, shipment tracking, and technical troubleshooting.

* Experience with CRM or similar systems for managing customer interactions.

* Strong ability to analyze technical issues, identify root causes, and provide solutions.

* Excellent communication and interpersonal skills to handle customer inquiries, orders, and complaints effectively.

* Ability to troubleshoot technical issues and assist customers with solutions in a timely and professional manner.

* Strong focus on ensuring order accuracy and proper shipment processing.

* Ability to manage multiple tasks and prioritize in a fast-paced environment.

* Ability to manage time efficiently to meet deadlines and provide timely support to customers.

* Comfortable using various software tools and systems for customer service and technical support.

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