Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
Job Summary
As a SYKES Technical Support Advisor you are responsible for acting as a liaison between customers and the client. You deal with a variety of incoming contacts to the contact center, answer technical product queries, service issues, order tracking, pre and post-sale inquiries, troubleshooting, handling complaints and problem-solving with the objective of providing first contact resolution where applicable.
Primary Responsibilities
- Respond promptly to customer inquiries, technical issues, complaints via email, phone.
- obtain and evaluate all relevant information to handle product and service inquiries
- Use various media to reach out to customers and verify account information.
- keep records of customer interactions and transactions
- Assist with placement of orders, refunds, or exchanges.
- Assist with Product Repairs if technical issues cannot be resolved remotely
- Advise on company information.
- Maintain customer databases
- Communicate and coordinate with internal departments
- Follow up on customer interactions
- Provide feedback on the efficiency of the customer service process
Job Requirements
Education and Experience
- Bachelor’s degree or equivalent
- Ability to communicate clearly and effectively in the language for which you have been hired to support.
- English language communication skills such that you can participate in the training program and use the knowledge base and other sources of information as well as document customer interactions effectively
- Ability to read and write proficiently while multitasking (actively listening to customer and answering questions)
- Ability to type fast on a keyboard
- Courteous with strong customer service orientation
- Good listening and questioning skills
Technical Skills:
- Working knowledge of Windows and Office applications and computer usage
- General hardware and software knowledge
- Ability to understand technical problems, ideally in relation to Audio video devices
- Ability to diagnose and solve problems following client procedures
- Ability to accurately log problems and their resolutions
- Knowledge/familiarity/interest in current technologies
