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alorica.

com
ACCOUNT:
SERVICES:

IOLO Technologies
SERVICES: PC performance solutions

POSITION REQUIREMENT:

Technical Sales Support 1 - Call Center

Qualifications:

Preferably a college graduate of any degree in a computer-related course; Fresh graduates are
also encouraged
Some phone related customer service sales experience is preferred but not required
Proven communications skills (ability to speak in concise, clear, conversational English)
Strong analytical skills
Generally requires 2-5 years related experience, preferably Technology or IT- related
background (Software applications, Internet, cable, TV, Phone services, TELCO).
Must have good Technical ability to troubleshoot and analyze issues and resolve concerns in a
logical sequence.
Amenable to work on holidays, weekends, graveyard and shifting schedule.
Basic to Advanced technical background on the following:

Software Applications (Installation, removing programs, updates or drivers)


Networking
Downloading files
PC Troubleshooting (Hardware and Software)
MS Windows XP and above
MS Office

Job Overview:
1. Responsible for providing technical /sales support for Iolo technologies via phone.
2. Troubleshoots hardware and software issues. Helping customers to install, remove, and
update drivers to maximize system performance.
3. Provides technical /customer service assistance to ensure a positive customer
experience.
4. Up-sells Iolo products and service extensions.
5. Ensures adherence to the Iolo Quality Experience.
6. Works with moderate supervision / guidance and is accountable for individual results
and impact on team.

5/F Alphaland Southgate Tower | 2258 Chino Roces Ave. cor. EDSA | Makati City | PHILIPPINES
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V.0.060413

alorica.com

Other Essential Responsibilities:


1.

Provides a full range of Technical Support service for Iolo technologies products
in a prompt, efficient and professional manner.

2.

Demonstrates listening and analytical skills, with the ability to obtain key
information and resolve complex service problems with first call resolution.

3.

Communicates courteously and pro-actively to learn customers short-term and


long-term needs and understands issues from customers position.

4.

Recommends products or services to promote customer focus in employees and


develop partnerships with customers.

5.

Consistently demonstrates ability to meet higher performance expectations


(increased KPI/MPS).

6.
7.
8.

Regular, consistent and punctual attendance.


Must be able to work nights and weekends, variable schedule(s) and overtime
as necessary.
Able

to

perform

other

duties

and

responsibilities

as

assigned.

(FOR RECRUITMENT)COMPETENCIES:
1.
2.
3.
4.
5.

Customer Service Orientation


Judgment and Problem solving
Technical / Professional Knowledge
Motivational Fit
Practical Learning

5/F Alphaland Southgate Tower | 2258 Chino Roces Ave. cor. EDSA | Makati City | PHILIPPINES
JO Template
V.0.060413

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