Technical Support Specialist L1 (35k Sign on Bonus)

POSITION OVERVIEW

The Technical Support L1 role will play an integral part in growing the business by providing quality customer service to consumer inquiries about the client’s products.

The position is ideal for gym and fitness enthusiasts who have a natural knack for building and tinkering with small to large equipment and/or machinery, furniture, and even toys and have a natural talent for understanding assembly instructions and interpreting schematic diagrams.

GENERAL 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:
  • Stair climbing cardio machines
  • Indoor stationary cycling machines
  • Treadmills, elliptical, upright and recumbent bikes
  • Other mechanical gym equipment
• Answer technical questions and troubleshooting service related activities on fitness equipment for customers directly or indirectly, through the support of authorized service providers, and dealers.
• Ensure optimum customer satisfaction by working towards continual improvement of service quality metrics including, but not limited to email and chat response time, time to resolve an issue, and timely closure of Support Incidents.
• Coordinate parts shipments, verify warranty status, and create Field Service work orders.
• Generate revenue by up-selling parts and service agreements.
• Assists in input to knowledge base (problem/solution) system.

POSITION REQUIREMENTS:

• 1-3 years of direct technical support experience in a fast-paced, high volume professional work environment.
• Familiarity with gym equipment, DIY furniture projects, car and home appliance repairs, and other mechanical projects are highly advantageous
• 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, both verbal and written
• Computer proficiency in Microsoft Office suite (Microsoft Teams and Excel), Salesforce CRM, Oracle
• 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 the graveyard shift following the Pacific Standard Timezone

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.