Job Role: Technical Customer Support Specialist
Salary: $54,039 and $72,192.
Location: Alberta
Company: Teleperformance
Qualifications: Associate’s degree
Experience: 2 years
ABOUT TELEPERFORMANCE
Teleperformance is a global leader in outsourced omnichannel patron experience control, serving businesses globally with patron care, technical guide, and purchaser acquisition offerings. Founded in 1978 by means of Daniel Julien in Paris, France, Teleperformance has grown to function in over eighty countries, using more than 380,000 people who communicate over 265 languages and dialects.
The organization’s know-how spans various industries which include telecommunications, healthcare, retail, and generation, providing tailor-made answers to enhance consumer interactions and pleasure. Teleperformance leverages advanced technology consisting of AI and analytics to optimize customer service delivery and operational efficiency.
Teleperformance is committed to sustainability, company social duty, and developing effective effects inside the communities it operates. The company’s values emphasize integrity, appreciation, professionalism, innovation, and commitment.
Job Description
As a Technical Customer Support Specialist, you may provide expert assistance to clients facing technical problems. Your duties include diagnosing and troubleshooting troubles, guiding clients through solutions, and making timely decisions via phone, electronic mail, or chat. You’ll also document troubles and resolutions, amplify complicated cases to better-degree assist whilst important and collaborate with other teams to enhance services and products. Strong communication talents, technical talent across numerous systems, and a client-centric approach are critical to excel in this role, ensuring fantastic patron stories and retaining excessive stages of pride.
Role and Responsibilities of Technical Customer Support Specialist:
- Troubleshooting and Issue Resolution: Diagnosing and resolving technical troubles suggested by way of customers. This involves knowledge of the trouble, figuring out feasible reasons, and applying answers effectively.
- Customer Communication: Interacting with customers via phone, email, chat, or other channels to offer active and accurate responses to inquiries and issues. You ought to preserve an expert and courteous manner at the same time as addressing purchaser worries.
- Documentation: Recording distinctive descriptions of issues, troubleshooting steps taken, and resolutions provided. Accurate documentation is critical for monitoring developments, improving approaches, and ensuring consistency in customer support.
- Escalation Management: Identifying and escalating complicated or unresolved troubles to appropriate inner groups or better-level help for similar investigation and determination.
- Product Knowledge: Developing deep information about the organization’s products or services. This knowledge empowers you to efficiently troubleshoot problems and educate customers on product functions and functionalities.
- Quality Assurance: Ensuring the first-rate provider is provided through adhering to established standards and processes. This consists of tracking your performance metrics which include reaction times, resolution rates, and client pride scores.
- Collaboration: Collaborating with go-functional teams which include product improvement, engineering, and sales to talk customer feedback, boost critical issues, and contribute to product improvement projects. (Technical Customer Support Specialist)
- Training and Support: Assisting in the schooling and onboarding of recent guide crew participants. Sharing know-how and first-rate practices allows maintain a high stage of provider throughout the aid organization.
- Continuous Improvement: Proactively identifying opportunities to streamline methods, enhance efficiency, and beautify the overall customer service.
Skills Required of Technical Customer Support Specialist:
To excel in this role, you want a mixture of technical information, customer support abilities, and interpersonal features. Key abilities include:
- Technical Proficiency: A strong aptitude for expertise and troubleshooting technical troubles associated with software programs, hardware, or virtual merchandise. Familiarity with diagnostic equipment and faraway troubleshooting techniques is useful.
- Customer Focus: A purchaser-centric method with an authentic preference to assist and support clients. Patience, empathy, and effective listening capabilities are crucial for building rapport and resolving troubles successfully.
- Communication Skills: Clear and concise verbal and written conversation skills are important for explaining technical principles to non-technical customers and documenting assist interactions accurately.
- Problem-Solving Abilities: Strong analytical and trouble-fixing competencies to diagnose issues, examine feasible solutions, and put into effect effective resolutions directly.
- Adaptability and Flexibility: The ability to thrive in fast-paced surroundings where priorities can shift speedily. Being adaptable lets you deal with unexpected demanding situations and preserve composure beneath strain.
- Teamwork and Collaboration: A collaborative attitude to work effectively with colleagues across one-of-a-kind departments. Sharing knowledge and coordinating efforts with others make contributions to average crew achievement.
- Attention to Detail: Paying near interest to element while documenting issues and answers guarantees accuracy and completeness in statistics, which is critical for tracking trends and enhancing provider transport.
- Time Management: Effectively dealing with your workload and prioritizing tasks to fulfill provider-level agreements (SLAs) and keep high stages of purchaser pleasure. (Technical Customer Support Specialist)
- Continuous Learning: A commitment to ongoing studying and development to stay updated with new product functions, technologies, and industry tendencies.
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