Technical Support Representative - English

• 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 chat, email, phone or social media
• 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
• Suggest solutions when a product malfunctions
• Inform customer of deals and promotions (when relevant)
• Utilize computer technology to handle high call volumes
• Close out or open call records
• Read from scripts
• Handle changes in policies or renewals
• Answer presales queries about products and technology
• Log necessary information so the second line can quickly review and handle escalations
• Continually learn and take on new information on products and policies and procedures
• Be a Brand Advocate for the client by demonstrating excellent customer service, looking for opportunities to own issues, identify sales leads and retain customers
• Escalation handling and prevention
• Achieve targets based on call handling quality and defined KPIs
• Capture voice of customer feedback
• Provide suggestions on how to improve first contact resolution