Technical Support Advocates

Are you a natural problem solver? Do you have an interest in different technologies and IT? Do you think you can deliver exceptional customer service? Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations. Due to expansion we are looking to add to our team of technical support advocates.
As a customer facing support advocate, your role will be to provide phone and email based technical support to customers while ensuring ticket resolution and customer satisfaction. Supported by our quality assurance team, subject matter experts and training and development department, you will have a comprehensive induction and training program to ensure you deliver exceptional customer service.
What we’re looking for?
Dynamic, passionate and proven people who want to make a positive difference with the people they work with and customers we support. You will have the ability to thrive in a fast-paced and challenging environment where everyone is empowered and committed to delivering the best in industry customer experience. Fluency in English (written and spoken) is a given, as is a ‘can do’ attitude and a thirst to learn and develop professional and soft skills.
MAJOR RESPONSIBILITIES
• Helping them to solve ongoing issues with different software solutions.
• Identifying and escalating situations requiring urgent attention, understanding business impact and priorities.
• Performing troubleshooting analysis requests for technical assistance via phone, email, virtual sessions and any other form of communication in a timely, effective, and efficient manner.
• Following best practice ticket management processes, including ticket documentation, transferring, escalation and enhancement request submission.
• Being the first technical contact point for customers to support users/ customers on such IT products related to Windows.

• Adaptability to work independently and part of a team bringing in experts when needed
• Passion for technology and learning
• Excellent in English (both writing & speaking skills)
• Prior customer service or support experience required
• Having IT knowledge is an asset (Windows, browser options, file operations, firewalls/anti-virus solutions, downloading and installing software)
• Excellent customer service skills
• Superior researching, problem solving and troubleshooting skills

Full insurance contribution , additional healthcare insurance in labor contract

Summer trip, year-end party, team building activities

Company bus support at late night

Cập nhật gần nhất lúc: 2021-02-18 18:10:06