Pioneer Technical Support Team (Telco) - Singapore
Date Posted: 23-04-2018
Level: Junior Level
Level 1 Technical Support for Fibre Broadband Support
Responsibilities
GENERAL RESPONSIBILITIES:
Supporting Fibre Broadband Support across both consumer and business consumers
Provide first level technical support to help customers resolve problems related to Internet access (via broadband, wifi), Operating Systems, email clients; cabling, router setup and others
To handle enquiries on the client's product and services in a timely and professional manner, ensuring that accurate information and advice are given to customers at all times
Monitor and respond quickly and effectively to requests received; Ability to identify and organize tickets according to priority and forward tickets to engineers and techs
Respond and follow up promptly on all customer requests via emails and provide timely responses to enhance quality customer experience
Collect and channel feedback on customer issues, processes and service enhancement to
Management as an ongoing process for striving for service excellence
To provide statistics and information on the nature of calls and the customers’ issues, especially when there are new promotions and product launches
To ensure that all the Key Performance Indicators for the section and the department are met
Stay current with system information, changes and updates and research questions using available information resources
Able to react to change productively and handle other essential task as assigned
Qualifications
POSITION REQUIREMENTS:
Bachelor’s Degree/Diploma from accredited tertiary institutions, preferably in the fields of Information Technology, Networking, Computer Studies or equivalent
At least 1 to 2 years of working experience in Fibre Broadband Support
Strong written and verbal communication skills with good customer service orientation
Enjoy working in dynamic environment and is adaptable to changes
Proficient in English to liaise with customers
Must be able to adapt well to a fast-paced working environment, with good planning and organization skills and high stress tolerance
Work well with a team and is able to interact with different types of people (clients / employees)
Able to perform rotating shift duties with rostered off days
Ability to work in a shifting schedule in Taguig City
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
