Job Overview:
We are seeking a highly motivated and customer-focused individual to join our team as a Tier1 technical advisor . In this NEW role, you will be responsible for delivering exceptional services across multiple communication channels, including Chat, email.
You will assist customers with technical support, troubleshooting, and resolving issues for various products, including video, home appliances, and mobile devices. Your goal will be to provide seamless and personalized customer experiences while ensuring customer satisfaction.
Key Responsibilities:
- Handle customer inquiries across multiple channels (Chat, Calls)
- Troubleshoot and resolve technical issues for a range of products,
- Provide service to sales by offering product upgrades when appropriate
- Document all customer interactions, troubleshooting steps, and outcomes in the CRM system
- Work efficiently to resolve or escalate complex issues, collaborating with other teams when necessary
- Ensure compliance with all documented processes and ticket management protocols
- Maintain product knowledge and stay up-to-date with new trainings
- Provide feedback to management for continuous improvement in customer experience
Required Skills and Experience:
- Strong verbal and written communication skills in English
- Technical troubleshooting experience, with the ability to diagnose and resolve issues independently
- Ability to multitask and work under pressure across various communication channels
- Ability to follow detailed troubleshooting steps and escalation processes
- Sales acumen with the ability to upsell or suggest upgrades when appropriate
- Familiarity with CRM tools and knowledge management systems.
Location:
6 October city.
