Overview

PRINCIPLE DUTIES:
Relating to users of different skill levels
Quickly identifying the caller’s technical proficiency and responding appropriately
Explaining technical terms, issues, and processes clearly over the phone
Following a five-step process to perform logical troubleshooting by asking appropriate questions leading to issue resolution.
Responding with empathy and professionalism to customers
Understanding and addressing customer concerns calmly
Understanding and explaining all available options
Explaining potential service limitations politely
Providing detailed and clear case logging with professional written communication skills
Showing initiative in learning new products and technologies without formal training; keeping up with technology trends
Requirements:
Able to work a flexible schedule within a 24x7x365 operation and extended hours when required
High school education or equivalent
6 months of customer service experience
1 year of technical troubleshooting experience
Working knowledge of current PC operating systems, and common types of software programs including those used for connected devices
Familiar with basic Internet concepts such as DHCP, NAT, Port Forwarding
Basic understanding of networking, including wireless
Articulate in oral and written communication, and strong interpersonal skills
Demonstrated flexibility and ability to deal with ambiguity
Ability to handle sensitive/confidential information
Competent problem solving and decision making in pressure situations
Excellent interpersonal skills including ability to listen to and understand customers, and work in a team environment
Ability to multi-task and think independently
Does your experience reflect what it takes to be successful in this role? Do the work and challenges get you excited about what’s possible? Then please send your resume now for immediate consideration.


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