Active Hiring

Technical Support Engineer (CALLING ALL GREASE MONKEYS AND TINKER TOMS!)

Summary

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! 

 

 

Type: Full-time
Level: Senior Level
Salary: Confidential
Date Posted: 14-12-2020

Responsibilities

  • 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:
    • Portable Generators
    • 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

Qualifications

  • 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

Why Diversify?

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.

Position Overview

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