Technical Support Representative

Summary

Join Job Linkers as a Customer Service Representative and deliver exceptional service to end-users, interact with customers, diagnose and resolve technical issues, and maintain accurate records. The ideal candidate is a graduate with excellent communication skills, proficiency in typing and grammar, and knowledge of customer service principles.

Requirements

• Proper phone etiquette
• Ability to speak and write clearly and accurately
• Demonstrated proficiency in typing and grammar
• Knowledge of relevant software computer applications and equipment
• Knowledge of customer service principles and practices
• Effective listening skills
• Willingness to co-operate with others and work to the greater good
• Multi-tasking capabilities
• Minimum 12 hours of weekend working availability on a Saturday or Sunday

Responsibilities

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
• Research required information using available resources
• Follow standard processes and procedures
• Identify and escalate priority issues per Client specifications
• Redirect problems to appropriate resource
• Accurately process and record call transactions using a computer and 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