Sr. Advisor I, Technical Support

Provides the most technical advanced support by handling complex customer cases, while under minimal supervision

Respond to escalated and unresolved calls, and questions from less experienced Technical Support Advisors

Identify, investigate, research and provide resolution on user questions and problems; including hardware, software, networking, or other designated client products

Extensive knowledge of the organization, products, and/or services is required

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 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

Provide a high level of technical support via telephone and/or other electronic mediums for a major product category up to 5% of assigned shift, provide guidance to Support Professional in problem solving and using resources up to 5% assigned to shift

Coach and train support professionals in technical skills, customer service, and applicable processes, assist with support professional technical development by evaluating the performance and providing appropriate feedback, act as an escalation point in the absence of a team leader

Provide reporting analysis as necessary

Associate’s Degree in related technical discipline with three to five years of related technical experience preferred

Achieve and maintain recognized and applicable technical certification(s)

Senior level technical knowledge (i.e. hardware, software, networking, data storage, troubleshooting, repair and sales)

Advanced knowledge of client technical systems

Courteous with strong customer service orientation

Ability to effectively communicate, both written and verbally

Ability to learn including strong problem solving skills

Dependable with proficient attention to detail

Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

Ability to work as a team member, as well as independently with minimal supervision

Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

Able to rotate shifts, as needed

Based on location and/or program, additional experience/skills may be required

Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment). Does not have any outstanding disciplinary, attendance or performance issues. Analyzes process-related problems and suggest possible solutions. Guides and trains junior team member and facilitates their work. Demonstrates mastery of required behaviors/competencies such as the ability to teach/coach other agents and/or support the program by performing data analysis work. Client feedback must be favorable for progression to this level. Opportunity to progress here is dependent on business needs. Call handling tasks may be required as business needs dictate.

RECRUITER ENTER THE APPLICABLE LANGUAGE:

PHILIPPINES

• Minimum of two years of college education in related technical discipline with at least 12 to 18 months of call center experience or equivalent

• Ability to learn client technical systems

• Ability to think clearly and can explain complex issues effectively, both written and verbally

• Can train others

UNITED STATES

• Adaptability to continuous learning/education and strong problem solving skills

INDIA

• SME in the product with effective coaching and mentoring skills. Is able to add value to the program by identifying improvement area

• Able to add value to the program by identifying improvement areas

• Ability to effectively communicate, both written and verbally

• Listen attentively to customer needs and concerns; demonstrate empathy

• Clarify customer requirements; probe for and confirm understanding of requirements or problem

• Confirm customer understanding of the solution and provide additional customer education as needed

• Ability to learn including strong problem solving skills

• Demonstrate strong probing and problem solving skills

• Should be able to handle complex queries

• Should be able to resolve customer queries independently

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

IND Chennai - International Tech Park Chennai Radial Road

Language Requirements:

English

Time Type:

Full time