Alorica Philippines (West Contact Services)
(Email Support)
· Responsible for answering inquiries and feedback via e-mail
· Provide troubleshooting steps for customers having issues with our support application.
· Set up repair schedule for customer.
· Gathering troubleshooting ideas and forwarding them to Team Manager.
Alorica Philippines (West Contact Services)
(Technical Support Representative)
· Provides technical assistance over the phone, chat or email
· Perform remote troubleshooting through diagnostic techniques and pertinent questions
· Provides best solution based on the issue and details provided by customer
· Ensure effective escalation and hand-over of customer inquiries/problems to the correct department
· Handles calls with first class quality
· Ensures that no complaints from the clients pertaining to the support provided will be received at all times
· Adheres to the strict schedule and company policies at all times
· Works on varying shifting schedules, including holidays and week-ends and may be requested to work overtime as deemed necessary by the immediate superior, based on the demands of the operations and the nature of the job
· Caters to other requests from the subsidiaries, clients, supervisors, quality assurance team, training and development team, and managers on any floor performance related data/metrics
Alorica Philippines (West Contact Services)
(Subject Matter Expert)
· Sending detailed Metrics Report to Managers on an hourly basis.
· Identifying call drivers and its cause and forward it to the Operations Managers.
· Assists representatives for product specific questions
Caters to other requests from Operation Managers, Senior Operation Managers and Managers
· Assist the new hired agents on their escalation and other difficult cases being handled.
· Provides weekly coaching sessions to ensure that key metrics are consistently being achieved.
· Closely monitors the schedule adherence of the entire team.
· Conducts group huddles and team meetings.
· Conducts a performance review on the new hires.
· Ensures that new hires passed their nesting period before endorsing them to their respective team.