Technical Support Representative Job ID: 1124

Job Details:
Technical Support Representative

Operating in a 24/7 in-bound call center environment, Technical Support Representatives will provide software and hardware problem resolution to customers by chatting and speaking to users through remote diagnosis. Solutions include, but are not limited to, technical PC problems, removing virus and malware, software updates, device driver updates, resolving PC performance issues and troubleshooting Internet-related problems. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.
 
Duties and Tasks:
  • Deliver high quality service and support to end-users using chat and video call software via remote connection;
  • Interact with customers to provide and process information in response to inquiries and concerns;
  • Engage in a customer centric approach by utilizing the appropriate level of ethics and service both via chats or calls;
  • Gather customers’ information and determine the issue by evaluating and diagnosing technical issues;
  • Identify and escalate priority issues per client specifications;
  • Redirect problems to appropriate resources;
  • Resolve technical hardware and software issues;
  • Research required information using available resources;
  • Follow standard processes and procedures;
  • Accurately process and record call transactions using designated tracking software;
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
  • Organize ideas and communicate oral messages appropriate to listeners and situations;
  • Follow up and make scheduled call backs to customers where necessary;
  • Stay current with system information, changes and updates.
 
Skill and Knowledge Qualifications:
  • Proper written and phone etiquette;
  • Ability to speak and write clearly and accurately;
  • Demonstrated proficiency in English typing and grammar;
  • Knowledge of relevant software applications and PC equipment;
  • Knowledge of customer service principles and best practices;
  • Effective listening skills;
  • Willingness to co-operate with others towards the overall success;
  • Multi-tasking capabilities.
 
Competencies:
  • Exemplary attendance and punctuality;
  • Ability to work with minimal or no supervision;
  • Focuses and guides self and team members in accomplishing service and sales objectives;
  • Makes customers and their needs a primary focus of one’s actions;
  • Developing and sustaining productive customer relationships;
  • Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits;
  • Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions;
  • Technical/professional expertise demonstrated through problem-solving, applying technical knowledge, and product & service management;
  • Sets high standards of performance whilst assuming responsibility and accountability.
 
 
Interested candidates can send their CV to Joelle Abela on [email protected]. All applications will be treated with the strictest confidentiality.

Country: N/A
Region: N/A
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