Technical Support Representative 1

Summary

Description Summary of This Role

Receives and responds, via telephone, email, chat or SMS to technical customer service requests, inquiries and problems. Utilizes various databases to select the best processing method and explains the solution to the client in order to resolve the inquiry. Maintains an accurate and complete record of all inquires and problems handled. Operates a personal computer, mainframe, software packages and front end programs related to the client.

What Part Will You Play?

• Resolves client and/or merchant technical support issues relating to point of service (POS) products, including, but not limited to, dial-up card swipe terminals, and provides standardized responses by utilizing established documentation and processes. Enters required data into databases while resolving customer issues and achieving established goals and objectives for quality and productivity measures.
• Begins to build base knowledge of POS products, policies, customer service procedures, and an understanding of compliance and association guidelines through on-going training and referring to online manuals as required.
  
  

• High School Diploma or Equivalent
• At least 1 year of experience in a technical support role within a contact center or BPO environment, supporting hardware and software troubleshooting
• Working knowledge of operating systems and standard troubleshooting procedures
• Comfortable using CRM or ticketing platforms to log and resolve issues
• Strong communication skills - both verbal and written - with the ability to explain issues clearly to non-technical users
• Excellent customer service skills, with the ability to remain professional and composed under pressure
• Must be willing to support clients across multiple channels, including phone calls and emails
• Willing to work onsite at Vertis North, Quezon City
• Amenable to shifting schedules, including weekends and holidays
  
  

• Prior experience handling payment processing systems, POS devices, or similar technology platforms
• Knowledge of basic networking concepts (e.g., IP configuration, connectivity troubleshooting)
• Exposure to remote access tools and more advanced diagnostic platforms
  
  

• Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks
• Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making
• Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision
• Computer Skills - Basic computer skills
• Industry Knowledge - Ability to develop basic payments industry knowledge
• Research - Basic ability to research issues and resolve customer inquiries