This role will provide first level support and response to customers and end users through phone calls. The Technical Support Specialist is responsible for the timely completion of work requests, trouble tickets and other technology-focused tasks, as required, while providing remote technical end-user support including but not limited to small engine portable generators and home improvement machines.
Responsibilities
Provide new and existing customers with world-class customer service experiences as the 1st point of contact for concerns on the following products:
Portable Generators
Home Standby Generators
Log Splitters, Chipper Shredders, Cultivators and Tillers
Pressure Washers, Water Pumps, and Snow Blowers
Lawn and Garden equipment (shaft trimmers, leaf blowers, chainsaws)
Winches and Hoist, and other accessories (extension cords, storage straps, generator covers, etc.)
Provide basic technical support for any issue customers experience (equipment setup, diagnostics, and troubleshooting of potential defects of products, using product manuals, etc.) and walk customers through to a solution
Respond to requests for technical assistance via phone and diagnose and resolve issues
Answer inbound calls and attend to customer inquiries and concerns
Effectively resolve customer queries in a considerate, accurate and timely manner
Compose thoughtful, personalized responses for a variety of consumer requests
Use critical thinking skills to answer and solve inquiries and problems, always looking to achieve one- call resolutions
Effectively multi-task; quickly responding to requests in addition to other tasks being performed
Triage incoming requests and spot inquiry trends to flag for management as necessary
Provide new and existing customers with world-class customer service experiences as the 1st point of contact for concerns on the following products:
Portable Generators
Home Standby Generators
Log Splitters, Chipper Shredders, Cultivators and Tillers
Pressure Washers, Water Pumps, and Snow Blowers
Lawn and Garden equipment (shaft trimmers, leaf blowers, chainsaws)
Winches and Hoist, and other accessories (extension cords, storage straps, generator covers, etc.)
Provide basic technical support for any issue customers experience (equipment setup, diagnostics, and troubleshooting of potential defects of products, using product manuals, etc.) and walk customers through to a solution
Respond to requests for technical assistance via phone and diagnose and resolve issues
Answer inbound calls and attend to customer inquiries and concerns
Effectively resolve customer queries in a considerate, accurate and timely manner
Compose thoughtful, personalized responses for a variety of consumer requests
Use critical thinking skills to answer and solve inquiries and problems, always looking to achieve one- call resolutions
Effectively multi-task; quickly responding to requests in addition to other tasks being performed
Triage incoming requests and spot inquiry trends to flag for management as necessary
Qualifications
Minimum of at least three (3) to five (5) years of direct customer service and technical support experience in a fast-paced, high volume professional work environment
Familiarity with small engine repairs, minor repair experience and basic maintenance is a definite plus
Highly motivated individual with high energy, passionate about customer service
Unparalleled problem solving and critical thinking skills
Must possess an excellent mastery of the English language, with a pleasant speaking voice
Ability to demonstrate strong interpersonal skills and appropriate empathy in difficult situations
Computer proficiency in Microsoft Office suite, as well as thorough internet research abilities
Ability to perform in a fast-paced environment, subject to rapid change and uncertainty
Must be willing to work in Bonifacio Global City, Taguig City
Must be willing to work on a shifting schedule - 24/7
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.
