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Business Area: Cebu Global Customer Services

Job Summary:

Work in a dynamic Technical Support Center to support complex solution products involving server-based, cloud-based, and device-based software and firmware. The Solutions Agent requires strong technical, troubleshooting, communication, and organizational skills to fulfill the responsibilities outlined below.

Key Roles and Responsibilities: Provide technical support for complex solutions products for highly knowledgeable customers, such as trained help desks, service technicians, IT administrators through phone and email. Apply a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions. Own each issue until customer confirms it is resolved and own customer communications (call-back, status updates, etc.) related to the issues customers report. Maintain professional communication with customers in all circumstances. Establish relationships with the customer, gaining knowledge of the customer’s environment, configuration, business, and build trust and rapport with the customer. Calm and assure customers who are upset by product or other issues. Adapt to customer’s level of knowledge. Collaborate with team members to increase the efficiency and effectiveness of the processes/procedures. Education, Experience and Certifications Basic Requirements: Graduate of a college degree preferably computer or engineering related courses. At least 2-3 years technical support experience in a BPO industry. Basic knowledge in Computer/Printing Fundamentals & Networking. Proficient knowledge in Microsoft Office applications. Effective written, verbal and interpersonal skills. Excellent analytics and research skills. Keen on details. Willing to work on a shifting schedule.

You may send your application to recruitment@lexmark.com.

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