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Technical Support Executive I, SG

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  • Location

    Makati City, Philippines

  • Job ID 01RBH
  • Closing date N/A

 

JDS NO.

:

 

TSD003

JOB TITLE

:

 

Technical Support Executive I - SG

REPORTS TO
:
 
Technical Support Manager I - SEA

DEPARTMENT

:

 

Technical Department

 

Job Purpose:

Assisting customers on technical matters, by providing solutions and recommendations on our product range

Organization:

Reporting to the Technical Support Manager SEA, assists in supervision of the Technical Support Team to ensure the smooth and efficient operations in the Technical Department.

Key Areas of Accountability:

Able to handles customer enquiries professionally by phone, emails and live chat.

Investigate into customer’s complaints and rectify the problems, by recommending the necessary actions to prevent recurrence

Recommend RS products - including cross-referencing, both to our sales team and directly to customers

Involved in the Technical Verification of customer’s faulty claim products or issues and apply corrective measures and processes

Liaise with UK Technical Support and/or Products support groups, for replacement and repairs requirement.

Must be able to translate technical specifications into compelling features and benefits that are easily understood by the targeted customers.

Liaise/support inter-department requirements to increase service level to our customers (e.g., offer/recommendation of correct products)

Continue to improve and enhance our technical support to customers

Other duties which may be assigned from time to time to achieve corporate objectives

Communications and Working Relationships with Key Internal & External Customers:

Internal Customers:

All RS employees

External Customers:

Customers (phone queries on products offer / technical assistance, emails, and live chat)

Knowledge, Skills & Experience Required:

  • Highly-committed
  • Service oriented, meticulous and well organized.
  • Must be able to multitask and adaptable to environment (phone, email and live chat)
  • Ability to work under pressure
  • Good written and spoken communication and interpersonal skills.
  • Able to troubleshoot, provide solutions and recommendations
  • Good application knowledge in Components and Test & Measurement equipments
  • Preferably with 1 to 3 years relevant experience in technical support, manufacturing or servicing industry
  • Degree / Diploma in Engineering

Dimensions:

N.A.

Characteristics for success

We are a transforming business. And we’re growing to serve and inspire our customers even more. To forge a successful career here, you’ll need to:

  • Take the initiative
  • Think differently
  • Become the best
  • Focus on people
  • Work together

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Culture


We place a strong emphasis on investing in our people, our best asset, enabling them to be customer focused at all times and exceeding their expectations. This is because our customers are at the heart of everything we do. So we look for people who have a strong belief in, and commitment to exceeding customer expectations, people who have pride and belief in their company.

In return we offer a positive and supportive culture which ensures that together we can help our customers do great things.

  • Passion

  • Integrity

  • Innovation

  • Collaboration

  • Accountability

  • Aspiration

In the 8 years I’ve been here, lots of opportunities for career progression and recognition, if you take ownership of it. Great strategy to take the business into the future. Some really talented people, who are great to work with. Clear direction of expectations, vision and purpose. Good working environment. A lot of investment in their people with lots of opportunities available.

John Min, Lead Support Engineer China, IT Operations

Rewards and benefits

As well as a competitive salary, you can look forward to a valuable set of benefits, depending on your location, that look after your financial and physical wellbeing. These include:

  • Medical

  • Professional Development

  • Maternity and Paternity Leave

  • Life and Disability Insurance

  • Cafeteria

  • Awards & Recognition

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For digital dreamers and tech innovators

Work with a rich ecosystem of websites, delivering solutions and improving functuationality on a daily basis. You’ll have the opportunity to influence the development of our customers’ user experience, and make it the best in the industry. Join us in our journey to revolutionise the way we do business and strengthen our position as the destination for electronic products and components.