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Technical Support (Onsite)

iScale Solutions
Full time
3 weeks ago
Responsibilities:


Technical Enquiries
  • Resolve technical enquiries to a high level
  • Select and explain the best solution for the customer’s needs
  • Follow up to ensure action or resolution
  • Organise freight collection for return-to-base repairs
  • Open Service Calls in Salesforce & Priority
  • Follow up open quotes
  • Process payments
  • Adhere to the Pentair/Ecoclear warranty claim process
  • Provide indicative quote pricing for repairs to customers
General
  • Support Repair Centres with phone and email technical support to customers
  • Allocate work to Repair Centres as guided by the Technical Support Supervisor, to ensure a balanced workload
  • Share knowledge of product failures with the Technical Support Team and Supervisor
Assist in the creation of Troubleshooting Guides


Requirements

Qualification:


  • 3+ years’ experience in a similar customer support role
  • Moderate technical knowledge of the Maytronics product range
  • Strong problem-solving ability
  • Expert phone contact handling and communication skills and active listening skills
  • Proven experience with customer engagement platforms (Twilio is desirable)
  • Familiarity with CRM systems and practices (Salesforce is desirable)
  • Customer orientated and able to adapt/respond and communicate with different personalities
  • Excellent written & verbal communication and presentation skills
  • Ability to multi-task, prioritize and manage time effectively
  • Proficient in Microsoft Office Suite

Benefits

Benefits:
  • Fully work onsite (Corinthian Plaza, Paseo de Roxas, Makati)
  • Full Time Employment with competitive salary and benefits
  • Medical, dental, and vision insurance coverage
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