Technical Support Representative II

Work Setup:Remote - Philippines Type of Contract:Full-Time Schedule:Monday to Friday, 8AM-8PM Pacific Time; Saturday, 8AM-5PM Pacific Time Job Summary:The Technical Support Representative II is responsible for providing advanced technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty. What does a day in the life of a Technical Support Representative II look like? Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers Communicate technical solutions to non-technical customers in a clear and concise manner Escalate complex issues to higher-level team members as necessary Document customer interactions and technical issues in a customer relationship management (CRM) system Provide feedback on product improvements and enhancements based on customer feedback and technical issues Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules Collaborate with other departments as needed to resolve customer issues Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times Adhere to company policies and procedures Meet or exceed performance targets for related KP’s Perform other duties as assigned What are the qualifications of a Technical Support Representative II? Minimum of 2 years of experience in technical support preferably in a call center environment At least 6 months to 1 year experience and knowledge of healthcare environments and workflows