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Technical (Tier 2) Support Speci...

Concentrix - 6th of October, Giza

Technical (Tier 2) Support Specialist - English Speakers

Concentrix - 6th of October, GizaPosted 2 months ago
93Applicants for10 open positions
  • 75Viewed
  • 75In Consideration
  • 0Not Selected

Job Details

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Job Description

Earn up to 9,000 Gross  The Advisor I, Technical Support responds to basic and routine inquiries of a technical nature including hardware/software, or other designated client products. This position assists external users of the client's technical products or services by answering questions and solving problems involved in their use.

  • Assist external users of the client's technical products or services; identity, investigate, research, and provide resolution to user questions and problems
  • Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
  • Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
  • Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
  • Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures
  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer
  • Clarify customer requirements; probe for understanding
  • Prepare complete and accurate work including appropriately notating accounts as required
  • Participate in activities designed to improve customer satisfaction and business performance

Job Requirements

  • (B2/C1) English language level is a must.
  • Additionally, if you are familiar with Microsoft products (basic knowledge) and you are able to lose the jargon and explain steps in a simple way, you are very likely to be successful in our process.
  • Tier 2 Technical Skills are a must.
  • Fluency in both written and speaking in the language.
  • Flexible with rotational shifts.
  • Skill in providing an exceptional customer experience.
  • Ability and willingness to provide pre-sales support. Ability to promote and sell products or services.
  • Able to speak with customers in a calm, enthusiastic and friendly tone of voice.

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