Technical Customer Support Representative, Manila

Manila, PH

Job Description / Skills Required

GoPro, Inc. is transforming the way people capture and share their lives. What began as an idea to help athletes self-document themselves engaged in sport, GoPro has become a mobile storytelling solution that helps the world share itself through immersive content.

GoPro offers a fun and fast-paced work environment with passionate and motivated people who have a drive to learn, innovate and succeed

Act as the frontline support for our customers in Americas and APAC regions
Resolve technical issues for customers by troubleshooting hardware, software and mobile solutions with GoPro products
Handle sales inquiries and resolve order problems for customers
Successfully use support tools to provide customer resolutions and information
Ability to deescalate challenging customer situations
Document customer cases and pertinent details in internal CRM
Provide feedback on opportunities and gaps within current resources and processes
Effectively communicate across multiple channels (written/verbal)
Use knowledge and experience to help educate and assist your team
Grow your value and make a broader impact in the department

College Graduate preferably in IT/Computer Science or its equivalent.
3-4 years of combined experience in technical support & customer service role in the BPO/Call Center environment
Understanding and experience with video editing software a plus (GoPro Studio preferred)
Knowledge of both Windows and Mac operating systems as well as basic understanding of computer hardware
Experience with digital photography/video principles and concepts is a plus.
Schedule and shift flexibility required. Will work some holiday shifts.
Basic knowledge of Microsoft Office, and search engine functionality
Familiarity with CRM & case management system preferred – Salesforce a huge plus
Full spoken and written proficiency in English, another language would be an advantage
Outgoing and positive communicator
Must be able to work in a fast-paced, ever-changing environment
Comfortable with ambiguity
Ability to work as an individually as well as in a team
Results and metrics-oriented
Able to multi-task and prioritize workload
Able to breakdown complex issues into simple terms
Openness to feedback and coaching
Must have a problem-solving mindset

Competitive rate
Your own GoPro Camera (Mounts and accessories included)
Live it. Eat it. Love it. – Two dedicated hours during your week to explore your passions and capture it with your GoPro.
Employee discounts on GoPro products
Gym subsidy
Fully stocked break room with snacks and drinks!

GoPro is an Equal Opportunity Employer.