About us:

Patona works with top enterprises and digital native businesses in Australia helping them build their remote teams in Philippines, India and Sri Lanka. Working with well known market leading brands we pride ourselves with hiring great teams to work on exciting game changing technology. Patona currently has 200+ engineers, testers, product managers etc working across 20+ partners. We focus on uplifting the way organizations build and manage their remote teams through great working relationships, trust, integrity, culture and hiring processes. Additional to this we are building our own technology product offerings. Patona is Japanese for Partner (although we are not from Japan) we believe in partnerships with our clients and our people were everyone wins. This is the only way true partnerships thrive.

Our client is a leading technology and payments solutions provider, specializing in products that cover both traditional and digital payments.

With customers across Australia and New Zealand, and offering multiple payment solutions, Our client is recognised as a leader in its field and a company that helps businesses solve their most complex payments problems.

They take our responsibility for managing our environmental and social impact seriously. They are committed to delivering top-tier customer service and are currently seeking experienced Technical Support Representatives to join our dedicated team. If you have a passion for helping customers and possess the required skills, we encourage you to apply for this exciting opportunity.

Requirements

Description & Responsibilities:

As a Technical Support Representative, you will play a critical role in ensuring our customers receive the highest level of support. Your responsibilities will include:

• Responding to customer contacts via inbound calls.
• Educating customers on their account questions, concerns, and requests.
• Providing customers with premium service and ensuring their overall satisfaction.
• Acting as the first point of contact for all customer queries via phone, live chat, and tickets.
• Attending to all customer complaints and resolving issues proactively and professionally.
• Organizing and completing tasks according to assigned priorities.
• Working flexible shifts, including nights, weekends, and holidays.
• Focusing on achieving first call resolution.
• Escalating complaints to the Team Leader when necessary.
• Ensuring all customer information is maintained and recorded in the relevant CRM system.
• Working towards KPIs and SLAs as set by your Team Leader.
• Escalating any incidents that impact our customers to the proper channels for immediate action.

Qualifications:

To be successful in this role, you should have:

• 3+ years of experience as a Technical Support Representative or in a similar field, preferably in a BPO (Business Process Outsourcing) setting.
• Excellent customer service skills with a commitment to providing exceptional support.
• Strong communication skills, both written and verbal, demonstrating strong reading comprehension and writing abilities.
• The ability to work independently and strong analytical skills.
• Strong listening capabilities to fully understand the caller's needs and requests.

Benefits

• Private Health
• Work remotely or in our office in Quezon City.