Job Summary/Overview
• The primary function of the Tech Specialist’s job is to provide technical and network problem resolution to end users (customers) by performing a question diagnosis while guiding through step by step solution.
Requirements
Personal
• 18 years old and above
• Gender indistinct
• Valid ID
Education and Specific Training
• High School Diploma or equivalent
Work Experience
• Call Center experience will be a plus
Responsibilities
• Apply knowledge of systems, procedures, customers, products and processes [relating to satellite boxes and wireless products] to perform more complex and diverse functions with moderate reliance on others for direction.
• Work is performed under more moderate supervision and requires a greater degree of judgment and evaluation.
• Provide responsive and competent customer support within a call center environment.
• Ensure that all customer issues are resolved at the first instance.
• May assess needs and suggest/promote packages, products and services.
• Continuously work for exceptional customer experience, resulting in high customer satisfaction scores.
• Deliver and exceed customer-specified service levels for handle time.
• Learn, understand, retain and regularly update and demonstrate product/process knowledge.
•Track, document and retrieve information in call tracking database.
Technical Skills
• Keyboard Skills
• Knowledge of a Windows O/S and Internet; Basic PC knowledge preferred. Computer quiz >=80.
• Multi-task through multiple applications (talk, type, read)
• Ability to navigate a computerized data entry system or other relevant systems
• Diagnose and resolve technical problems
Soft and Specific Skills
• English Skills: Proficient oral and written communication in English language verified during interview (>=3.25+) and tested (Step plus >=B1, Structure and Reading >=80, Listening Comprehension>=80).
• Positive focus on solutions
• Soft skills conveyed when providing assistance
• Ability to coherently communicate the message in a simple way
• Build confidence and rapport,
• Assertiveness when delivering a message
• Active Listening.
• Able to speak with customers in a calm, enthusiastic and friendly tone of voice.
• Able to provide an exceptional customer experience through active listening and education skills.
• Negotiation Skills
• Look/understand win-win situation
• Energetic approach when negotiating (overcoming objections, not being afraid to say no)
• Use customer need to connect
• Ability to identify, analyze, and solve problems. Look for solutions/solutions oriented
• Ability to be flexible and quickly adapt to changing business needs and processes
