Technical Support Representative

Iterum is a leading nearshore customer contact management service provider with reach in Panama, Mexico, Colombia, Puerto Rico, USA, and Jamaica.

Job Summary:

Are you ready to be part of an AMAZING team? As a Technical Support Representative here, you'll be obsessed with providing incredible customer experiences. You'll Assist our client’s customers and our clients with passion as you insist on excellence and take ownership of every interaction. You'll get results through being a reliable and knowledge expert in every facet of the client products and services, being inquisitive and obsessed with the client’s brand, owning every interaction as it were your first and last; keeping up to date with the newest telecommunications trends, and delighting every customer with your care and depth of knowledge. You'll acquire your knowledge through awesome training, being open to robust supportive systems, policies, and procedures. You will be the BIGGEST ADVOCATE of our client's brand and will represent their business as one of their own!

You'll earn trust by all ears listening and treating everyone with respect. Full responsibility is yours in ensuring all customers and stakeholders feel cared for as you look for creative ways to offer support. You will be infused in our client's brand and will be a solid partner and visionary.  This is the job for you if you're ready to be part of an enthusiastic team and award-winning brands!

Essential Functions:

• Provide prompt and courteous technical support to customers via phone, email, and chat.
• Troubleshoot and resolve technical issues related to mobile, internet, and cable services.
• Providing billing support to customers aiming to be their last point of contact.
• Diagnose problems, identify root causes, and implement solutions in a timely manner.
• Escalate complex issues as trained to technical support or other departments as needed. Never being afraid to go the extra mile for our customers.
• Document all customer interactions, including troubleshooting steps, billing query and resolutions, in multiple CRM systems.
• Schedule site visits and installations. Following up on departmental requests from various units.
• Careful dispositioning of customer cases and interactions.
• Primary responsibility for promoting the client’s brand and customer retention.
• Educate customers on product features, functionality, and best practices to optimize their user experience.
• Collaborate with cross-functional teams to ensure timely resolution of customer issues and enhance product quality.
• Stay up to date on product updates, technical documentation, and industry trends to provide accurate and relevant support.
• Frequent multitasking while delivering support in a fast-paced environment.
• Continuous training and development on the client’s services, processes, and products.
• Any other responsibility as reasonably assigned by the Team Manager.

Qualifications:

• Minimum passes of 4 CSEC/GCE /CAPE. Passes must include Mathematics and English at least at the CSEC or GCE level. A pass in Information Technology or Computer Science at the same level would be preferred.
• Proven track record and minimum one (1) year experience in a similar role, preferably within the BPO or telecommunications sector.
• Strong troubleshooting skills with the ability to analyze and solve technical problems effectively.
• Proficiency in using help desk software, CRM systems, and remote support tools.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly and concisely to non-technical users.
• Customer-focused mindset with a commitment to delivering high-quality service and support.
• Ability to work independently with minimal supervision and adapt to changing priorities in a fast-paced environment.
• Flexibility to work non-standard hours, including evenings, overnight, weekends, and holidays, as needed.