Technical Support Representative II | REMOTE

Work Setup: Remote - Philippines Start Date : ASAP Schedule: Must be flexible, including night shift Equipment: BYOD The Technical Support Representative II is responsible for providing advanced technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty. What does a day in the life of a Technical Support Representative look like? Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers Communicate technical solutions to non-technical customers in a clear and concise manner Escalate complex issues to higher-level team members as necessary Document customer interactions and technical issues in a customer relationship management (CRM) system Provide feedback on product improvements and enhancements based on customer feedback and technical issues Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules Collaborate with other departments as needed to resolve customer issues Maintain a positive, empat