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