A market leader in power generation equipment retailer is seeking a talented and driven grease monkeys for a Technical Support Specialist (Level 1) role to join its pioneer team. This role will play an integral part in growing the business by providing quality customer service and technical support to consumer inquiries about the client’s products.
This is an ideal role for individuals who are passionate about DIY small engine enhancements and home improvement machines, but is equally fit for attentive and patient individuals, seeking to learn more about industry innovations. Become a part of a fast-growing organization!
Level: Senior Level
Date Posted: 14-12-2020
Provide new and existing customers with world-class customer service experiences as the 1st point of contact with the client for concerns on the following products:
Home Standby Generators
Log Splitters, Chipper Shredders, Cultivators and Tillers
Pressure Washers, Water Pumps, and Snow Blowers
Lawn and Garden equipment (shaft trimmers, leaf blowers, chainsaws)
Winches and Hoist, and other accessories (extension cords, storage straps, generator covers, etc.)
Provide basic technical support for any issue customers experience (equipment setup, diagnostics, and troubleshooting of potential defects of products, using with product manuals, etc.) and walk customers through to a solution
Respond to requests for technical assistance via phone and diagnose and resolve technical hardware issues
Answer inbound calls and attend to customer inquiries and concerns
Effectively resolve customer queries in a considerate, accurate and timely manner
Compose thoughtful, personalized responses for a variety of consumer requests
Use critical thinking skills to answer and solve patient inquiries and problems, always looking to achieve one-call resolutions
Effectively multi-task; quickly responding to requests in addition to current tasks being performed
Triage incoming requests and spot inquiry trends to flag for management
Minimum of five (5) years of direct customer service and technical support experience in a fast-paced, high volume professional work environment.
Familiarity with small engine repairs, minor repair experience and basic maintenance is a definite plus
Highly motivated individual with high energy, passionate about customer service
Unparalleled problem solving and critical thinking skills
Must possess an excellent mastery of the English language, with a pleasant speaking voice
Ability to demonstrate strong interpersonal skills and appropriate empathy in difficult situations
Computer proficiency in Microsoft Office suite, as well as thorough internet research abilities
Ability to perform in a fast-paced environment, subject to rapid change and uncertainty
Experience with providing support for small engine maintenance and repair is preferred; customer service experience is required for the role.
Must be willing to work in Bonifacio Global City, Taguig City
Must be willing to work on shifting schedules, with two consecutive days off
Since 2012, Diversify has created a culture where its people come first.
With locations in Makati and BGC, working with Diversify means access to quality work spaces, the latest infrastructure and resources that have made them one of the leading offshore services providers in Metro Manila.
You will immerse yourself in an open, widely diverse office culture where no idea is small enough and you constantly stay engaged with each other.