Technical Support Agent - Zgharta

General Information

Telesupport international
Job Type:
Date Posted:
Nov 24, 2023
Employee Type:
Full-Time Employee


A call center located in Zgharta is looking for technical support Agents

 Receiving and responding to customers’ incoming technical requests by phone or by e-mail
 Providing requested technical information to customers, and explaining possible solutions
 Diagnosing and resolving technical hardware and software issues involving internet connectivity, email clients, troubleshooting.…
 Providing step by step guidelines for the resolution of technical issues
 Routing customers’ requests to the Technical Support Lead when facing complex problems
 Contacting customers when needed
 Keeping accurate records of discussions and correspondence with customers
 Documenting and tracking customers’ technical issues and ensuring their resolution
 Maintaining the confidentiality and security of company databases
 Explaining technical details to customers by using understandable and simple terms
 Educating customers on the features of products/services to minimize technical challenges
 Following standard processes and procedures when handling a case
 Scheduling customers call backs where necessary
 Listening actively with callers, providing them with the needed information and calming angry clients when needed
 Identifying problems and trends, and escalating them to supervisor when needed
 Referring to technical scripts or training examples to read from during normal phone calls
 Providing timely feedback to the company regarding customers’ concerns
 Maintaining customers’ records by updating account information
 Utilizing the call-center software, databases, scripts, trainings and tools appropriately and in a sensible manner
 Completing call logs and needed reports
 Meeting and exceeding weekly and monthly KPIs
 Actively participating in all internal and on-the-job trainings offered by the organization

Company Profile