Technical Support Representative

6 months ago


Ho Chi Minh City, Vietnam Payreto Full time

**POSITION OVERVIEW**

Technical Support Representatives are expected to meet or exceed the performance targets set by the client and Payreto.

**Principal Duties and Responsibilities**:

- Provide technical support to customers on operational or maintenance aspects of system equipment by:

- Diagnose hardware and software failures by evaluating and analyzing symptoms provided using established procedures.
- Help identify and initiate corrective action by determining the most cost-effective repair/resolution to minimize customer downtime.
- Redirect/escalate issues to appropriate resources for high-profile customer issues.
- Develop and maintain positive customer relations by coordinating with various functions within the company to ensure customer requests are handled promptly.
- Follow up and make scheduled call backs to customers as necessary.
- Update the team’s knowledge base when necessary.
- Attend client and Payreto meetings and trainings.
- Support and respond to customers in a wide variety of queries (basic to advanced).
- Ensure that there is a thorough understanding of customer queries and issues.
- Adhere to agreed processes, meeting required work standards, targets and objectives.
- Completely and accurately write review notes.
- Must be amenable to render overtime based on business needs.
- Assist in adhoc work assigned by immediate supervisor.

**Shift Schedule**
- 12:00 PM - 9:00 PM / 2:00 PM - 11:00 PM (GMT +7)

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