Technical Customer Support- Tier 2

Convergys - 6th Of October, Giza

91
Applicants for
10 open positions
Experience Needed:
1 to 3 years
Career Level:
Entry Level
Job Type:
Full Time
Salary:
Negotiable
Languages:
English
Vacancies:
10 open positions
About the Job
  • Technical Support Specialists are part of the customer support chain in the line of contact between Stream and our customers.
  • Working on behalf of our clients the Technical Support Specialist will provide responsive and competent technical support to customers who require help with customer service, product information, or assistance with installation and usage of hardware or software application as required by the needs of each specific product line.
  • This support is normally provided by telephone although it is increasingly being provided through electronic means, like Internet, Email, Intellectual Edge, or other means to be developed.
  • The OSS Engineers primary focus is delivering the world’s best professional technical support for Office 365 products including messaging, IM communication, web conferencing, and web sites.
  • Engineers will ensure that all Microsoft customers are very satisfied with the effectiveness and efficiency of the support they receive.
  • By utilizing knowledge of the customer environment, they will deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
  • They will effectively manage cases and sub-cases to ensure timely and high quality communication with customers and resolution of all issues.
  • They will follow through on customer commitments with courtesy and a sense of ownership.
  • They will develop a relationship with both the customer and technical peers for the technology they support and related technologies in order to ensure improved collaboration and satisfaction in support

Responsibilities:

  • Provide a high level of professional and competent support to all customers.
  • Act in a mature and professional manner towards customers, clients and colleagues.
  • Provide telephone support as scheduled and be available to fill in on the telephone for others on your own or other teams to meet goal of providing excellent customer service.
  • Be aware of and assist in ensuring the department’s targets and goals are met.
  • Maintain customer satisfaction according to the established systems of measurements.
  • Use troubleshooting techniques where required to solve customer problems
    effectively.
  • Use database and call logging tools to provide answers to customers’ queries.
  • Maintain a high level of technical product knowledge in the specified products
    and become knowledgeable in new products as assigned.
  • Uphold the Stream values at all times.
  • Associates will be required to perform any other job-related duties assigned by their manager/supervisor.
Job Requirements
  • Skill in providing an exceptional customer experience.
  • Skill in verbal and written communication to analyze, interpret and address customer needs.
  • Strong technical background
  • Solid understanding of standard computer science concepts, personal computer architecture and networking required.
  • Working knowledge of one or more current Microsoft Operating systems
    (Windows NT Professional, Windows 2000 Professional, Windows XP, Windows Vista, Windows 7, Windows Server Edition), or any future releases
  • Prior knowledge in at least one of the following disciplines is required: network operations, networking protocols, network authentication, messaging technology or messaging protocols, or other technical skill strengths with an online service or network communications.
  • Passion for Technology (curious, has desire to learn, does not rely on past knowledge, stays on top of latest technologies, etc.) in conjunction with a customer orientated focus
  • Ability to work in a time critical environment.
  • Ability to be flexible and quickly adapt to changing business needs and processes.
  • Ability to employ patience and self-control in handling irate customers.
  • Ability and willingness to provide pre-sales, sales, or post-sales support.
  • Ability to promote and sell products or services.
  • May be required to work unconventional hours or shifts, weekends, holidays, 2nd shift, or early mornings.
  • High school diploma with a minimum of 1 year related experience.
  • Equivalent education or experience may be substituted for any of the above.

Health and safety responsibilities:

  • Take reasonable care of your own health and safety.
  • Take reasonable care not to put other people - fellow employees and members of the public - at risk by what you do or don't do in the course of your work.
  • Co-operate with your employer, making sure you understand and follow the company's health and safety policies.
  • Not to interfere with or misuse anything that's been provided for your health, safety or welfare
  • Report any injuries, strains or illnesses you suffer as a result of doing your job.
  • Tell your employer if something happens that might affect your ability to work.
About this Company

We are excited to announce that Convergys has completed its acquisition of Stream, creating a world-class customer management firm made up of 125,000 employees working in more than 150 service centers and 31 countries. Both companies are known for providing exceptional... (More)

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