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Technical Support Representative

Keywords / Skills : Helpdesk, Technical Support, TSR, Technical Support Engineer, Desktop Support, IT Helpdesk, Tech Support

1 - 3 years
Posted: 2018-06-27

Nationality
Philippines
Industry
ITES/BPO
Function
IT
Customer Service/ Call Centre/ BPO
Role
Customer Service Executive
Technical Support Engineer
Education
Bachelors
Degree
Posted On
27th Jun 2018
Job Description
Key Accountabilities: 

• Serve as the first point of contact for customers seeking technical assistance over the phone or email

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Determine the best solution based on the issue and details provided by customers

• Walk the customer through the problem-solving process

• Direct unresolved issues to the next level of support personnel

• Provide accurate information on IT products or services

• Record events and problems and their resolution in logs

• Follow-up and update customer status and information

• Pass on any feedback or suggestions by customers to the appropriate internal team

• Identify and suggest possible improvements on procedures 
Qualifications: 

Education:  Has completed at least 2 years of college

Experiences and Skillsets: 

• Proven experience as a technical customer help desk professional or other product help desk support role.

• Tech savvy with working knowledge of office automation products, databases and remote control.

• Good understanding of computer systems, mobile devices and other tech products.

• Ability to diagnose and resolve basic technical issues

• Excellent communication skills.

Personal Competencies and Attributes: 

• Ability to maintain a positive attitude.

• Demonstrate a good cultural fit against Company values and beliefs.

• Prepared to actively work as part of a team.

• Able to meet challenges and can handle stressful situations.

• Has customer service experience, including the ability to work well with the public and to adopt a customer perspective mindset.

• Ability to multi-task proficiently for sustained periods of time.

• Ability to understand Asurion websites from a customer’s perspective.

• Highly developed sense of integrity and commitment to operational excellence.

• Ability to work with, advise and drive solutions through all levels of an organization: from line operators to senior management.

• Adaptable and willing to learn new technologies.



About Company

Asurion Job Applicant Privacy Policy
At Asurion, we take protecting your privacy seriously. In order for you to participate in the job application and recruitment process, we need to collect and use some of your personal information. We want you to understand what personal information we collect and how it is used.

What’s covered by this policy
This policy applies to the personal information you provide to us for job openings only. This policy explains:
• What information we collect during our application and recruitment process and why we collect it;
• How we use that information;
• How we share that information; and
• How to access and update that information.
Refer to the Asurion.com Privacy Policy for how we may collect and use your information when visiting other areas of Asurion.com or using Asurion services.
Information we collect
This policy covers the personal information you share with us during the application or recruitment process including:
• Your name, address, email address, telephone number and other contact information;
• Your resume or CV, cover letter, previous work experience or other experience, education, transcripts, or other information you provide to us during the application and recruitment process;
• Governmental identification information, if applicable;
• Information from interviews and phone-screenings you may have;
• Details of the type of employment you are looking for, current or desired salary and other terms relating to compensation and benefits packages, or other job preferences;
• Any demographic information obtained during the application or recruitment process;
• Reference information and information received from background checks (where applicable), including personal information provided by third parties.
Asurion and its partners use cookies or similar technologies on our websites to analyze trends, administer the site, track users’ movements around the site, and to gather demographic information about our user base as a whole.

Asurion also gathers certain information about the use of Asurion’s services, including the number of unique visitors, the frequency of visits, how users interact with the sites, user experience preferences, IP address, and other information that may help Asurion improve the user experience, mitigate fraudulent activity, and comply with legal requirements. Such information may include, but is not limited to the following:
Log information
When you visit Asurion’s sites we automatically collect and store certain information in our server logs. This type of information includes details of how you interacted with our services. It may include personal information such as: IP address, Unique Device Identifier, or CallerID / ANI (Automatic Number Identification) information, content of web pages, transaction with APIs (Application Program Interface), transactions with IVR (Interactive Voice Response) systems, activity and content of visitor interaction with call center representatives; application usage activity, hardware information, hardware and system settings, browser type, browser language, the date and time of your request, referral URL, etc.

Cookies
A cookie is a small, data file that is managed by your web browser or other application and stored on your local system. Asurion uses session and persistent cookies to, among other things, identify your computer during a particular interaction and analyze your behavior during a particular visit. Most web browsers provide you with the ability to accept or decline cookies, as well as to be warned each time a cookie is being sent. If you choose to decline cookies, you may not be able to fully use Asurion’s services.

Pixel tags
Pixel tags, also known as web beacons, help Asurion better manage user experience and content tracking. Pixel tags are tiny graphics with a unique identifier, which provide a similar function to cookies and are used to track user interaction with content provided by Asurion or an affiliate organization. In contrast to cookies, which are stored on a user’s computer hard drive, pixel tags are embedded invisibly within content. The small size and transparency of pixel tags are not intended to deceive content recipients, but minimize distraction.

Asurion may leverage external data sources in order to provide context and background on applicants in order to improve the application/recruiting experience, mitigate fraud or malicious activity, or comply with internal company and external regulatory requirements.
Where permitted by applicable law, you may be given the opportunity to provide information on your gender, race, or ethnicity. We may gather this information from you for reporting and record-keeping requirements but we will only use this information in accordance with applicable law and will not use it in making any employment decisions. Providing this information is strictly voluntary, and you will not be subject to any adverse action or treatment if you choose not to provide it.
How we use your personal information
Asurion will use your personal information for the purposes of carrying out the application and recruitment process which includes:
• Assessing your skills, qualifications and interests;
• Verifying your information and carrying out reference checks and/or conducting background checks (where applicable) if you are offered a job;
• Communications with you about the recruitment process and your application(s), including, in appropriate cases, informing you of other potential career opportunities at Asurion;
• Creating and submitting reports as required under any local laws or regulations, where applicable;
• Making improvements to Asurion’s application and recruitment process;
• Complying with applicable laws, regulations, legal processes or enforceable governmental requests.
If you are offered and accept a position with us, some of the personal information you provide during the application and recruitment process will be transferred into our internal human resources and related systems for use during your employment. By participating in the applicant process, you agree to such a transfer and use of your personal information.
We may transfer personal information that we collect about you outside of the country in which it was collected. If you reside in the European Union or other regions with laws governing data collection and use that may differ from U.S. law, please note that you are transferring personal information about yourself to a country and jurisdiction that does not have the same data protection laws as the European Union. By doing so, you are consenting to the transfer, use, and disclosure of personal information about yourself to the U.S. as described in this policy.
How we share your personal information
We will not use or disclose your personal information to non-affiliated third parties except as disclosed in this policy.
Asurion may transfer your personal information to:
Non-affiliated companies to assist us in providing, maintaining and operating our application or recruiting services. These companies are required to comply with the principles set out in this policy and only use such personal information for the purposes for which it was provided to them;
A third-party, in the event of a proposed or actual purchase, sale (including a liquidation, realization, foreclosure or repossession), lease, merger, amalgamation or any other type of acquisition, disposal, transfer, conveyance or financing of all or any portion of its business or of any assets or shares of our business or a division thereof. In such an event, we will provide notice of any material change to this policy, in the manner described in this policy. In these circumstances, personal information may be shared with the actual or prospective purchasers or assignees, or with the newly acquired business.
Asurion may also disclose your personal information to:
Comply with the law and/or legal process in which a formal request has been made (e.g. request from an administrative oversight agency, civil suit, subpoena, court order or judicial or administrative proceeding);
Defend our rights and/or property or the rights and property of others;
Enforce our Terms of Use and/or this policy;
Respond to claims that the content(s) of a communication violates the rights of another;
Detect, prevent or otherwise address fraud, security, or technical issues.
Our recruiters (including both our employees and contracted recruiters for us) may contact you about other jobs for which you have not applied but that may be of interest to you based on information you provide about yourself during the application and recruitment process.
How we protect your personal information
We use commercially reasonable technical, administrative, and physical controls best practices to protect your personal information including data encryption where appropriate; however, since the internet is not a 100% secure environment, we cannot ensure the security of personal information during its transmission between you and us. Accordingly, you acknowledge that when you transmit such personal information, you do so at your own risk. We will notify you of any confirmed security breach of your personal information to the extent required by and in accordance with applicable law.
How long we keep your personal information
Asurion will retain your personal information as long as necessary to fulfill the purposes outlined in this policy, unless a longer retention period is required or not prohibited by applicable law.
Your rights related to your personal information
While we take various steps to ensure the accuracy and completeness of your personal information, we rely upon you to provide accurate and complete personal information when interacting with us.
Upon your request and as allowed or required by law and consistent with our policies, you may request Asurion to take the following actions with your personal information: (i) provide you with a copy, (ii) correct, (iii) update, (iv) delete, To make such a request, or if you have a privacy-related complaint, please contact Asurion via postal mail or email as provided in the "Where to turn with questions" section of this policy.
If you have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact our U.S.-based third-party dispute resolution provider at https://feedback-form.truste.com/watchdog/request.
How you are notified if the policy changes
We may change this policy from time to time. If we do, we will post the updated policy with the last revised date. Your continued participation in the application or recruitment process means that you consent to the updates. You should periodically read the policy to understand our privacy practices.
Communicating with you electronically
By participating in the application or recruitment process, you agree that we can communicate with you electronically. This includes any required notifications (i.e. legal, technical, regulatory, security, privacy).
APEC participation
The Asurion privacy practices, described in this policy, comply with the APEC Cross Border Privacy Rules System. The APEC CBPR system provides a framework for organizations to ensure protection of personal information transferred among participating APEC economies. More information about the APEC framework can be found here.
Accountability and governance
Asurion has implemented various measures to monitor compliance with and enforce this policy.
Where to turn with questions
If you have any questions about this policy, about our site, or want to request access to, correction, or deletion of your personal information, or have a privacy-related complaint, you can contact Asurion by email at privacy@asurion.com.
You may also contact us at:
Asurion Attn: Privacy Office
c/o Office of the General Counsel
648 Grassmere Park
Nashville, TN 37211

End of privacy statement
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