A market leader in power generation equipment retailer is seeking a talented and driven grease monkeys for a Technical Support Specialist (Level 1) role to join its pioneer team. This role will play an integral part in growing the business by providing quality customer service and technical support to consumer inquiries about the client’s products.
This is an ideal role for individuals who are passionate about DIY small engine enhancements and home improvement machines, but is equally fit for attentive and patient individuals, seeking to learn more about industry innovations. Become a part of a fast-growing organization!
Responsibilities
Provide new and existing customers with world-class customer service experiences as the 1st point of contact with the client for concerns on the following products:
Portable Generators
Home Standby Generators
Log Splitters, Chipper Shredders, Cultivators and Tillers
Pressure Washers, Water Pumps, and Snow Blowers
Lawn and Garden equipment (shaft trimmers, leaf blowers, chainsaws)
Winches and Hoist, and other accessories (extension cords, storage straps, generator covers, etc.)
Provide basic technical support for any issue customers experience (equipment setup, diagnostics, and troubleshooting of potential defects of products, using with product manuals, etc.) and walk customers through to a solution
Respond to requests for technical assistance via phone and diagnose and resolve technical hardware issues
Answer inbound calls and attend to customer inquiries and concerns
Effectively resolve customer queries in a considerate, accurate and timely manner
Compose thoughtful, personalized responses for a variety of consumer requests
Use critical thinking skills to answer and solve patient inquiries and problems, always looking to achieve one-call resolutions
Effectively multi-task; quickly responding to requests in addition to current tasks being performed
Triage incoming requests and spot inquiry trends to flag for management
Qualifications
Minimum of five (5) years of direct customer service and technical support experience in a fast-paced, high volume professional work environment.
Familiarity with small engine repairs, minor repair experience and basic maintenance is a definite plus
Highly motivated individual with high energy, passionate about customer service
Unparalleled problem solving and critical thinking skills
Must possess an excellent mastery of the English language, with a pleasant speaking voice
Ability to demonstrate strong interpersonal skills and appropriate empathy in difficult situations
Computer proficiency in Microsoft Office suite, as well as thorough internet research abilities
Ability to perform in a fast-paced environment, subject to rapid change and uncertainty
Must be willing to work in Bonifacio Global City, Taguig City
Must be willing to work on Night Shift schedules, with two consecutive days off.
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
