Tier III Technical Support Advisor

1 month ago

Dubai, United Arab Emirates Concentrix Full time

JobDescription

As a TechnicalSupport Advisor, you'll be our valued customers'first point of contact, ensuring their success with ourproducts/services. You'll wear many hats –troubleshooting technical issues, providing clear guidance, andgoing the extra mile to delight users. You will play a criticalrole in ensuring customer satisfaction and driving positive brandexperiences.

EssentialFunctions/Core Responsibilities

  • Assist external/internal users of theclient's technical products or services; identify,investigate, research and provide resolution to user questions andproblems
  • Troubleshoot basic to complex customerissues that are technical in nature; including hardware, software,networking, or other designated clientproducts
  • Follow appropriate escalation path toresolve technical issues; including making follow up outbound callsto customers or other parties as needed
  • Solveproblems that are generally unstructured and require extensive useof conceptual thinking skills
  • Serve as aresource to other support personnel
  • Ensureservice delivered to our customers meets contractual KeyPerformance Indicator(‘KPIs’)
  • Greet customers ina courteous, friendly, and professional manner using agreed uponprocedures
  • Listen attentively to customer needsand concerns; demonstrate empathy while maximizing opportunity tobuild rapport with the customer
  • Clarifycustomer requirements; probe forunderstanding
  • Prepare complete and accuratework including appropriately notating accounts asrequired
  • Participate in activities designed toimprove customer satisfaction and businessperformance
  • Log all incoming calls andaccurately complete case notes in the call trackingdatabase

CandidateProfile

  • High SchoolDiploma and one year of relevant experiencepreferred
  • Achieve and maintain recognized andapplicable technical certification(s)
  • Relevanttechnical expertise related to program (i.e. hardware, software,networking, data storage, troubleshooting, repair andsales)
  • Advanced knowledge of client technicalsystems
  • Courteous with strong customer serviceorientation
  • Ability to effectively communicate,both written and verbally
  • Ability to learnincluding strong problem solvingskills
  • Dependable with proficient attention todetail
  • Skilled in multi-tasking; including theability to be flexible and adapt to changesquickly
  • Ability to work as a team member, aswell as independently with minimalsupervision
  • Demonstrate patience in allcustomer contact situations; including maintaining a pleasant andprofessional tone and manner

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