Marketing & Customer Support

Level-2 POS Tech Support

Position Summary:

We are seeking a highly skilled Level-2 Tech Support professional with a strong technical IT background and a comprehensive understanding of Windows, networking, and business processes related to Point of Sale (POS) systems. The ideal candidate will have experience in a challenging support environment and demonstrate fluency in English with excellent communication skills. This role requires a flexible 40-hour work week, including weekends, and a strong technical motivation to learn and grow within the field.

Job Details:

• Work from home
• Training Schedule:
• Week 1: Tuesday, Wednesday, Thursday, and Friday (7AM to 4PM). Sat-Sun (RD). Monday (7AM to 4PM)
• Week 2: Tuesday, Wednesday, Thursday (6PM to 12AM). Friday (RD). Saturday (8AM to 8PM). Sunday (9AM to 7PM). Monday (RD)
• Week 3: Tuesday, Wednesday, Thursday, and Friday (7AM to 4PM). Sat-Sun (RD). Monday (7AM to 4PM)
• Week 4: Tuesday, Wednesday, Thursday (6PM to 12AM). Friday (RD). Saturday (8AM to 8PM). Sunday (9AM to 7PM). Monday (RD)

Responsibilities:

• Provide Level-2 technical support for our client’s systems, ensuring prompt and effective resolution of customer issues.
• Troubleshoot and resolve technical problems related to Windows operating systems, networking, and POS business processes including end-of-day balancing, stocktaking, and bank EFTPOS & accounting integrations.
• Write and maintain scripts for task automation to improve efficiency and service delivery.
• Manage and troubleshoot databases at a core level, specifically SQL and Firebird.
• Offer support and guidance on WAN infrastructure and VPN configurations.
• Participate in system upgrades and database troubleshooting, ensuring minimal downtime and disruption to services.
• Maintain clear and effective communication with customers and team members, documenting issues and solutions thoroughly.
• Supervise and manage support service teams when required, ensuring high standards of service and support.
• Continuously seek to improve technical skills and knowledge through training and practical experience.

Qualifications:

• Extensive knowledge and experience with WAN infrastructure and VPNs.
• Proficiency in scripting for task automation.
• Strong database management skills, particularly with SQL and Firebird.
• High level of IT capability, with a history of managing or supervising support services teams.
• Experience working in a challenging support environment, specifically with POS systems.
• Fluent English speaking with excellent communication skills.
• Flexible to work a 40-hour week, including weekends.
• Demonstrated technical motivation and desire to grow skills, particularly in systems upgrades and database troubleshooting.

by Carl Trinidad

Healthcare Customer Service Representative (Medicare)

We are looking for Healthcare Customer Service Representatives (Medicare) with experience in the USA healthcare industry. Specifically handling Medicare Insurance and having medical coding/billing is a plus. This one aspect of the job as well handing the responsibilities below. As Healthcare Customer Service Representatives, you will be answering customer calls, and working with customers to ensure the best experience possible. In addition, you will also make sure that the customers are getting the best value for all their products and services. The ideal candidate will be extremely motivated, super organized, a people person, and have an exceptional level of attention to detail.

Job Details:

• Work from home
• Monday to Friday | 9 PM to 6 AM Manila Time

Responsibilities:

• Answer emails and phones in a timely manner
• Process phone orders in Magento
• Assist customers with resolving issues like damaged items, order status, missing orders, returns, and billing issues, cancellation, returns via phone, chat, email, social media (Amazon, Websites, Walmart inquiries)
• Study and be adept in our Product Line
• Provide advice to customers with a strong knowledge of our products
• Call Back any Missed Calls from Customers
• Issue refunds according to our refund policy
• Respond to customer emails on Freshdesk
• Respond to queries related to products, services, processes, and policies
• Respond to escalated issues in a courteous and professional manner consistent with our customer service philosophy
• Handle and resolve complaints according to established policies and procedures
• Assist customers with placing orders and navigating our e-commerce site
• Liaise with distribution centers to research disruption to order fulfillment or return process
• Engage customers and build relationships by going the extra mile
• Proficient in Microsoft Office (Word, Excel, Outlook, etc.).
• Excellent conversational skills in English
• Excellent written English skills
• Willing to work in the USA time zone (EST)
• Handle Medicare orders, fulfillment, billing, and inquiries

Qualifications:

• Healthcare industry experience.
• Medicare Insurance experience is highly preferred.
• Medical coding/billing experience is a plus.
• Pleasant & friendly telephone, email, and chat manner
• 1 year of customer service experience preferred (or similar field), preference in high volume call center.
• Knowledge of retail or e-commerce ideal
• Experience handling phone calls, emails, and chat interactions
• Not afraid to speak with all types of customers
• Can handle different types of personalities
• Ability to quickly learn new software and use multiple systems & platforms
• Positive attitude and open to constructive criticism and continuous improvement in performance job functions
• Fluency and mastery of English
• Knowledge of Freshdesk, Magento, Sellercloud, and Big Commerce is a plus but not required
• Computer savvy
• Prior Call Center is a plus
• Prior Experience in e-commerce is a plus
• Experience in technical or a call center environment (nice to have, but not required)
• Excellent listening, verbal, and written communication skills
• Flexibility to work varying shifts or additional hours as required by business needs
• Solid computer skills and an aptitude for learning new software

by Carl Trinidad

Customer Service Agent & Accounting Clerk

Position Summary:

We are seeking a highly organized and proactive Customer Service Agent & Account Clerk to join our dynamic team. The ideal candidate will possess exceptional customer service skills, fluent English speaking and clear communication abilities, and a high level of organizational expertise. This role involves close collaboration with our support, admin, and accounts teams, ensuring seamless service delivery and client satisfaction.

Job Details:

• Work from Home
• Monday to Friday | 7 AM to 4 PM Manila Time

Responsibilities:

Customer Support:

• Answer incoming calls and create support tickets.
• Allocate tickets to appropriate teams and follow up on resolutions.
• Handle consumable orders from clients efficiently and accurately.
• Develop a deep understanding of our clients to provide tailored support and solutions.

Accounts and Administration:

• Collaborate with the accounts team to chase overdue client payments.
• Process purchase orders (PO) and receive stock as needed.
• Utilize QuickBooks for various accounting tasks and record-keeping.

Logistics Coordination:

• Coordinate with logistics companies to arrange the freighting of consumables.
• Ensure timely and accurate delivery of goods to clients.

Team Collaboration:

• Work closely with the support, admin, and accounts teams to ensure smooth operations.
• Provide administrative support as requested to facilitate overall team efficiency.

System Utilization:

• Leverage the Auto Task PSA system for ticket management and workflow optimization.

Qualifications:

• Proven track record of delivering exceptional customer service.
• Strong organizational skills with an ability to manage multiple tasks efficiently.
• Fluent in English with excellent verbal and written communication skills.
• Experience with the Auto Task PSA system is highly desirable.
• Familiarity with QuickBooks or similar accounting software is desirable.
• Ability to work independently and as part of a team.
• Detail-oriented with a focus on accuracy and thoroughness.
• Proactive approach to problem-solving and client management.

by Carl Trinidad