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Technical Support Specialist

Technical Support Specialist

Outsource technical support to the Philippines and other countries for faster turnaround times and higher customer satisfaction rates

 

Whether you’re looking to outsource technical support or build an entire offshore tech support team to maintain service excellence and customer satisfaction while you increase your offerings, we have the perfect cost-saving strategy for you. Experience the advantages of outsourcing technical support specialist services as we manage the process of sourcing, retaining, and developing your offshore tech support talent.

Technical support specialist has been one of the most important roles that the late 20th century has ever produced. The information age required global economies to provide professionals with the knowledge and expertise to educate and solve issues for the growing number of technology consumers.

Today, in the Philippines, hundreds of technical support outsourcing companies with Emapta at the forefront have emerged and are engaged by companies around the world to complete technical support outsourcing projects with ease and excellence.

Evidenced by over 1.2 million direct jobs generated by the entire local BPO industry, it’s easy to see why Filipino tech support professionals are the most qualified candidates for the role.

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Technical Support Specialist Work Experience

Being one of the most outsourced roles in the Philippines, Filipino technical support specialists have the extensive experience and knowledge to fully support wide-ranging types of products, technologies for both IT software and infrastructure, as well as B2B and B2C transactions.


Here are the technical support specialist levels categorized by their years of experience and capabilities:


Junior Technical Support Specialist

Junior Technical Support Specialist

Fresh graduate to 1 year of relevant work experience with respective training and experience from both local and/or international firms.

 

Skills

• Excellent communication and verbal skills
• Basic knowledge of MS Office
• Basic troubleshooting knowledge of the client’s particular product or service

 

Responsibilities

• Documents and assist customers with filing a ticket
• Performs basic troubleshooting during calls or chat

Experienced Technical Support Specialist

Experienced Technical Support Specialist

2 to 4 years of relevant tech support experience. This intermediate-level position can fully support multiple products, technologies, and business-to-consumer (B2C) transactions.

 

Skills

• Customer service and interaction skills
• Inbound call support experience
• Advanced troubleshooting knowledge of more than one product or service

 

Responsibilities

• Handles customer complaints passed on by junior technical support specialists
• Performs advanced troubleshooting during calls or chat

Senior Technical Support Specialist

Senior Technical Support Specialist

4+ years of relevant tech support experience. This senior-level position is considered as a subject matter expert and can support a wide range of products, technologies as well as escalations and business-to-business (B2B) transactions.

 

Skills

• In-depth knowledge of the client’s suite of products and/or services
• Coaching and communication skills
• Advanced customer service and interaction skills

 

Responsibilities

• Coordinates with other departments to resolve highly technical customer queries
• Oversees other junior to experienced technical support specialists
• Monitors and evaluates technical KPIs

Tech Support Representative Tools

Our outsourced technical support specialist talent either use leading systems or proprietary tools developed by their employers. Incident reporting tools, ticketing systems and CRM tools are the most common systems tech support specialists use to manage their accounts. Typically, employers provide extensive training to make sure their teams for tech support outsourcing in the Philippines are sharp and are well-prepared to solve issues for their customers.

       

Top Outsourced Technical Support Representative, Total Care:

How we reach and keep top outsourced tech support representative

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Save up to 72% on labor costs when you outsource tech support representatives to the Philippines.

 

Contact us to get your technical support specialist salary estimate and learn more about outsourcing technical support services to the Philippines today!

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Just tell us about any areas of your company that cause you grief or that you’d like to improve. Outsourcing may be the answer. Then again, it may not be. But after a quick chat with us, you’ll know one way of the other. So drop us a line and we’ll answer any questions you have.

We’d love to speak with you about how Emapta can support your business.

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