Responsible for providing first level problem resolution for all incoming service inquiries. Perform all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems.
- Provide technical support via telephone and/or other electronic mediums for a major product category.
- Employ a high level of interpersonal and communication skills to defuse customer frustration and move toward a solution. Escalate complex problems as necessary.
- Identify the degree of customer’s technical knowledge and adjust problem solving communications accordingly.
- Deliver quality technical resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures.
- Achieve and maintain to a performance standard. Including but not limited to; average handle times, call quality, customer satisfaction.
- Log all incoming calls and accurately create case notes in a call tracking database.
- Search and retrieve data from various databases.
- Participate in training activities to maintain technical currency, and to broaden product knowledge.
Languages:
English, French, German, Dutch, Spanish, Italian, Amharic, Urdu, Kiswahili, Danish, Turkish, Swedish, Persian, Hebrew, Portuguese, Greek, Afrikaans, Chinese, Japanese, Russian, Armanian.
Requirements:
- Fluency in speaking AT LEAST 1 of the required languages above.
- Skill in providing an exceptional customer experience.
- Skill in verbal and written communication to analyze, interpret and address customer needs.
- Knowledge of computer operating systems. Including but not limited to one or more of the following; Mac OS, Windows 98, NT, 2000, ME, XP, UNIX, and Linux.
- Knowledge of computer hardware.
- Ability to work in a time critical environment.
- Ability to be flexible and quickly adapt to changing business needs and processes.
- Ability to employ professionalism and self-control in deescalating the upset customer.
- Ability and willingness to provide presales support.
- Ability to promote and sell products or services.
- Ability to sit at a computer keyboard, view a computer monitor, and use a telephone headset for extended periods of time.
- Required to work unconventional hours or shifts, weekends, holidays, 2nd shift, or early mornings.
- Equivalent education or experience may be substituted for any of the above.
Comments:
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