Sherwin Duenos Email & Phone Number

Philippines

+ Apply knowledge of the company's services, VOIP technology, and networking hardware and software. Provide technical support to customers. Understand network architecture required to support VoIP services. Recommend network hardware, software, and design elements. Answer technical questions, seek technical problems, and suggest appropriate workarounds. Provide quick and accurate handling of support interactions (phone, chat, screen sharing & email)+ Handle and resolve customer inquiries, questions, complaints, and billing concerns with the highest degree of courtesy and integrity utilizing all resources available given to Tier 1 Representatives.+ Offer alternative solutions when appropriate if the issue is beyond the representative’s training and scope of responsibility with the objective of resolving the customer’s concerns.+ Enforce schedules, guidelines, and requirements in accordance with the Company’s set policies and procedures.

+ Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems+ Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products+ Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed+ Solve problems that are generally unstructured and require extensive use of conceptual thinking skills+ Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)+ Greet customers in a courteous, friendly, and professional manner using agreed upon procedures+ Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer+ Clarify customer requirements; probe for understanding+ Prepare complete and accurate work including appropriately notating accounts as required+ Participate in activities designed to improve customer satisfaction and business performance

+ Provide high levels of accuracy in all aspects of data entry updating databases and spreadsheets+ Administration of promotional timelines and pricing checks+ Review and maintain product pricing and wholesale promotional programs and campaigns

+ Assist users in identifying issues and finding right solutions+ Stay updated with product and service information to provide updated and accurate information to the customers+ Apply listening skills to help diagnose the product issue/defect for proper escalation+ Ensure satisfaction of the customers for all calls

+ Take incoming support phone calls for customers in need of immediate assistance+ Listen to and address customer concerns live+ Take notes and file logs on each phone call to maintain a record of each call, ensuring all issues and requests are addressed in the long term.+ Provide live chat and email support to customers when there is no demand for phone support.

+ Create and adhere to a timeline base on project/service requirements+ Work with the technical team, project manager, and sales teams to ensure accomplishment of assigned tasks+ Receive phone calls and respond to emails from clients+ Prepare and submit required reports and documentations on-time+ Keep records of project and service documents updated and on file