Technical Support Representatives (TSR) | Cebu

Fusion BPO Philippines is looking for aspirant TSR(s) to start next week. This is for our various accounts ramping up. Be part of our growing team and enjoy the following packages:

What's in it for YOU?

Work and grow in a familial environmentCompetitive salary package, benefits, and commissionsHMO + FREE dependent

Minimum qualifications:

At least 1 year of BPO experience, preferably TSRGood verbal and written communication skillsHigh understanding of web hosting, website troubleshootingWilling to work on-site (Robinsons Cybergate, Fuente Cebu)Can start ASAP

Responsibilities:

Successfully Support & Close Client, Business Partner (BP), Contractor and internal employees needs and requests, via all Telaid support channels. Check technician’s in and out of cases and update notes accordingly. Work with support service and project teams to retrieve deliverables. Make customer notification (pre-call) and/or follow-up calls. Work with Lift companies to ensure lifts are called off in a timely manner. Work closely with finance team to address and reconcile timely RP payments to BP’s. Maintain advanced user standards of proficiency levels within CRM/ERP and WorkMarket. When needed, Dispatch CRM cases to meet service and PMO criteria of ETA and resource needs. When needed, create assignments, groups, and manage all activities within WorkMarket while maintaining CRM integrity of phase/status/ETA/PO and communications. Issue work orders to subcontractors (partners) and purchase orders within CRM/ERP. Exhibit professional correspondence in a tactful, diplomatic, and honest manner with all levels of staff, business partners, and customers. Perform other work-related duties as assigned by management. Provide ETA verification and schedule updates with technician crews as directed by PM. Contact material and lift vendors to place orders and/or follow-up as needed for Service requests. (future state for all business units)Monitor CRM queues as directed by PGM / PM to ensure case status is updated on a timely basis. Follow up on all closed cases to ensure that Open POs are closed and customer invoice occurs in a timely manner. For Service Projects, when needed, review weekly Open Case, Open Shipment, Open Order and Open Purchase Order report and update assigned cases, orders, shipments and POs to reflect current and accurate status. Track progress/status of assigned service or business projects and provide reports as directed by PM. Create cases, sales orders and purchase orders in CRM as directed by PM, SM or Team Lead. Update CRM cases as directed by management. Take receipt (RP) open balances for all completed purchase orders. Ensure that all closed CRM cases are priority for RP process. Monitor fax server and fax machine for incoming faxes; distribute to appropriate project team. Sort and distribute incoming mail. Prepare packages for outgoing shipment. Create work orders; assemble and distribute technician binders.Create cable, patch panel, switch, and device labels as needed. 

Location:

7th floor, Robinson's Cybergate, Fuente Osmeña, Cebu City.