Call Center Technician
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Job Description
Call Center Technician providing Tier 1 technical support to medical practices remotely. Handling technical issues and ensuring customer satisfaction through excellent communication.
Responsibilities:
- Answer inbound calls, emails, and chat requests promptly and professionally, ensuring a positive customer experience.
- Troubleshoot and resolve technical issues related to website access, browser functionality, peripheral device configuration, and general IT inquiries.
- Provide clear, step-by-step guidance to customers to resolve their issues, ensuring a high first-call resolution rate.
- Maintain accurate and detailed records of customer interactions, resolutions, and follow-ups in the CRM system.
- Participate in ongoing training and development sessions to stay updated on new technologies and troubleshooting techniques.
- Meet or exceed performance metrics, including average handle time, customer satisfaction scores, and adherence to schedules.
- Identify and escalate recurring technical issues to the PH Lead for further investigation and resolution.
Requirements:
- High school diploma or equivalent; technical certification in IT support or related fields preferred.
- Previous experience in technical support or customer service roles, with a focus on troubleshooting browser issues, camera issues, logon and security issues.
- Strong communication, analytical, and problem-solving skills.
- Familiarity with common web browsers, audio/video configurations, and basic IT concepts are required.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Willingness to work a schedule aligned with daytime US business hours, which correspond to overnight hours in the Philippines.
- Must have access to a reliable computer, a headset, and a stable high-speed internet connection suitable for video calls and troubleshooting tasks.
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