Customer Support Representative (Non-Voice)

Qualifications:

A Graduate of Bachelor’s Degree in Information Technology, Information Systems, Business, Accountancy or have attended at least 2 years in College.
Experience in Philippine tax preparation is a BIG PLUS.
Proven customer support experience or experience as a client service representative.
Strong phone contact handling skills and active listening.
Familiarity with CRM systems and practices.
Customer orientation and ability to adapt/respond to different types of characters.
Excellent communication and presentation skills.
Ability to multi-task, prioritize, and manage time effectively.
Must be willing to be assigned in Makati City.

Responsibilities:

Creating knowledge base articles for Help Center.
Will help customers who are working on their tax filing with both product/software inquiries, as well as with tax questions and calculations.
Will apply defined practices, procedures and company policies to troubleshoot and resolve product and tax support customer inquiries.
Conducting online and onsite training.
Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Resolving software application issues in the areas of portal configuration, product functionality and enhancements as it related to the Company’s software.
Facilitate resolution of customers’ issues by logging and verifying bugs/enhancements; updating customer on problem resolution status; working with development to explain reported/verified problem resolution; assisting in testing problem resolution fixes.
Providing regular communication to the management on the status of customer related issues and/or projects using issue management system.
Stay updated in BIR , Philippine Tax and Industry related news.
Resolves Sales and Technical problems by clarifying the customer’s complaint;determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment;following up to ensure resolution.
Attending conferences related to the field as an exhibitor or participant.
Performs other duties as required.

Benefits:

Working Conditions:

Full-Time Job
9 hours shift (8 working hours + 1 hour Lunch Break)
Work schedule shall follow Philippines hours and holidays or as determined necessary by management.
Fixed weekends off