Customer Service Representative

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• Customer Service Representative - CCTV account

Empireone BPO Solutions Inc.

Carcar City

Permanent, Full-time

Full job description

Role Overview

We’re looking for a customer-focused and tech-savvy Technical Support Agent to deliver exceptional multi-channel support (voice, chat, and email) for our client, a leading provider of home and business security systems.

In this role, you’ll primarily focus on providing outstanding customer service—assisting customers with inquiries, ensuring a smooth experience, and resolving concerns with empathy and professionalism. You’ll also handle light technical support tasks, such as guiding customers through basic troubleshooting, assisting with hardware setup, and resolving common issues related to security cameras, DVR systems, and mobile app connectivity.

The ideal candidate has strong communication skills, a customer-first mindset, and the patience to walk users through simple technical steps while creating a positive and reassuring support experience.

Key Responsibilities

Customer Support

• Provide professional support to customers via voice, chat, and email channels.
• Assist customers with product inquiries, order concerns, warranty questions, and product features.
• Ensure a positive customer experience by resolving issues efficiently and courteously.

Technical Troubleshooting

• Guide customers through hardware setup and installation of security cameras, DVR/NVR systems, and related accessories.
• Troubleshoot connectivity issues, such as Wi-Fi configuration, mobile app pairing, and remote viewing setup.
• Assist customers in diagnosing basic hardware issues (camera connectivity, video feed issues, storage concerns, etc.).
• Provide step-by-step instructions to help customers configure and optimize their systems.

Documentation & Case Management

• Accurately document customer interactions in the CRM system.
• Track and update support tickets until resolution.
• Escalate complex technical issues to higher-level technical support teams when necessary.

Customer Education

• Educate customers on product features, best practices, and troubleshooting tips.
• Provide clear guidance using simple and easy-to-understand instructions.

Qualifications

• Excellent English communication skills (spoken and written).
• At least 6 months – 2 years of BPO experience, preferably in technical support or customer service.
• Fresh graduates of technical courses are welcome!
• Experience handling voice, chat, and email support is highly preferred.
• Basic knowledge of home networking, Wi-Fi configuration, or hardware troubleshooting is an advantage.
• Ability to walk customers through technical steps patiently.
• Strong problem-solving and analytical skills.
• Comfortable using multiple systems and support tools simultaneously.

Preferred Experience

• Experience supporting consumer electronics, security systems, IoT devices, or hardware products.
• Familiarity with DVR/NVR systems, CCTV cameras, routers, and mobile apps.
• Experience in remote troubleshooting and step-by-step technical guidance.

Key Competencies

• Customer Focus
• Technical Aptitude
• Clear Communication
• Troubleshooting Skills
• Attention to Detail
• Multitasking in a Fast-Paced Environment
• Job Types: Full-time, Permanent
• Work Location: In person
• Company and salary information

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Salaries for Empireone BPO Solutions Inc.

Salaries for Empireone BPO Solutions Inc., Carcar City, P07

Salaries for Customer Service Representative at Empireone BPO Solutions Inc.

Salaries for Customer Service Representative at Empireone BPO Solutions Inc., Carcar City, P07

Salaries for Customer Service Representative

Salaries for Customer Service Representative, Carcar City, P07