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Job Title: Tier 1 - Technical Support Specialist
Job Overview:
We are hiring a Technical Support Specialist, Level 1 to provide first-level support to our customers, including physicians, nurses, and end users, ensuring they can spend more time with patients and less time managing prescriptions. Our work environment is team-focused, flexible, and collaborative, and we are looking for a customer-focused team player who can provide efficient and effective resolutions while exceeding client expectations.
Key Responsibilities:
- Accept incoming phone support calls, support emails, and inbound support cases via our customer community portal.
- Work with customers to gather information, request pertinent details, and assess issues.
- Leverage various tools, documentation, and knowledge bases to assist customers with resolutions or escalate cases to secondary support.
- Utilize available documentation to understand and support client software applications.
- Accurately record case details, troubleshooting steps, and resolutions in the case management system.
- Follow up with customers to ensure issue resolution and satisfaction.
Requirements: Education & Experience:
Any equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities to perform the role effectively.
- Minimum of 1 year of Software/IT Support experience in a customer-facing role.
- Proficiency in Microsoft Office Suite.
- Experience using case management tools such as Salesforce, ServiceNow, or ZenDesk.
- Strong problem-solving skills and attention to detail.
- Excellent verbal and written communication skills.
- Ability to provide quick and accurate updates and solutions to customers.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Self-motivated and able to work both independently and collaboratively.
- Passion for improving troubleshooting documentation and support processes.
Work Schedule & Location:
- Must be based in the Philippines.
- Onsite work required
- May require shifting schedules, including weekends or holidays, depending on customer needs.
Join the A-Team and experience the A-Life!
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What We Do
Acquire BPO is an award-winning global outsourcer with over 19 years of experience and more than 9,500 full-time employees across Australia, the Dominican Republic, the Philippines, and the United States. We provide Customer Experience and Back Office outsourcing services from offshore, nearshore, and onshore locations. Our commitment to Safety, Flexibility, and Innovation makes us the partner of choice for businesses leveraging top global BPO and AI resources with confidence. We take an agnostic approach to vendors and solutions, ensuring the best-suited technology for each scenario. Our distinctive edge lies in our unparalleled commitment to fostering trust and cultivating long-term partnerships through direct engagement from our executives and owners. Our delivery centres meet international standards with carrier-grade infrastructure and globally redundant paths. We are globally PCI-DSS v4.0 certified and strictly adhere to ISO/ISMS, SOC 1 & 2, HIPAA compliance standards, and international data privacy regulations. Our Australia- and US-based Client Relationship Managers (CRMs) and PRINCE2-certified Project Managers ensure risk-free transition and key client focus. Our Automation & Intelligence team offers end-to-end automation solutions, leveraging the latest technologies. We deliver tailored solutions for unique challenges, ensuring optimal outcomes and sustained growth. We maintain transparent partnerships based on trust and open communication, fostering strong, long-term client relationships and ensuring continuous improvement and innovation. As a values-driven organisation, we attract great talent and invest in training, free family health cover, community assistance, team-building, and strong engagement activities. Visit www.acquirebpo.com for more information
