Technical Support Representative

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!

Top reasons to work with TDCX

Competitive remuneration, great perks, and performance incentives

Comprehensive medical, insurance, or social security coverage

World-class workspaces

Engaging activities and recognition programs

Strong learning and development plans for your career growth

Positive culture for you to #BeMore at work

Easy to locate area with direct access to public transport

Flexible working arrangements

Be coached and mentored by experts in your field

Join a global company, winner of hundreds of industry awards

What is your mission?

Responsible for daily customer relations to support client’s vision of providing unparalleled world-class customer service support to both local and overseas customers.

Provide quality customer service including interacting with customers, answering and resolving software and hardware related issues via our communication channels, namely voice calls, emails, and via the app portal.

Take ownership of customer’s inquiries and issues by following through effectively and efficiently to ensure timely resolution as per set KPIs and SLAs.

Acquire multiple product knowledge to enhance the ability to understand customer needs across different products and regions and apply the correct and most effective response and solution to the case.

The ability to speak calmly and clearly to talk customers through how you are going to help them resolve the issue in the knowledge that they are under time pressure to get to a resolution.

The ability to clearly document issue details and actions taken to help us track and learn from our customer experience so that we can continuously improve our customer service and experience.

A ‘can do’ positive attitude where you as a true team player will input into identifying team process improvement initiatives and get involved by putting your hand up to work collaboratively with other team members to improve something for you, your team, or your customer.

Input into weekly team meetings, supporting your team manager by inputting to reports shared with the wider organization on the health of our customers,

Proactively take responsibility for your part in climbing the learning curve required to solve more complex customer problems over time.

Who are we looking for?

Candidates who have achieved a minimum of at least 1-year in college or have finished an associate or diploma course.

Minimum 12 months experience in an L2 technical support line of business, preferably (TELCO) smartphone or point-of-sale devices (POS) technical support

Experience in supporting a blended LOB (voice, emails and tickets) is preferred but not required

Must be a great team player with the right attitude to work with our internal teams and external partners

Strong verbal and written English communication skills.