Our Client, a BPO/ITES company is looking for 5 more Technical Support Executives to work in a first level troubleshooting role in a Contact center environment.
Duties and responsibilities
Duties and responsibilities
- Answer phones professionally
- Client detail capture and ticket assignment
- Resolution of ticket assigned
- Handle and resolve customer complaints
- Provide customers with product and service information
- Process orders, forms and applications
- Identify and escalate priority issues
- Exhaustive trouble-shooting
- Follow established escalation matrix
- Follow up customer calls to confirm stability after fault resolution
- Escalation of identified faults to senior engineers within one hour troubleshooting and non resolution
- Complete call logs
- Complete call reports
Knowledge, skills and abilities
- Knowledge of customer / technical service principles and practices
- Must be adept in the use of MS Office 2003 or later, particularly Excel and Word, and ideally Access or similar databases at basic level. advanced would be preferred
- Good keyboard skills
- Relevant product knowledge of basic trouble shooting Internet connectivity
- Handles difficult clients or customers skillfully
- Flexible to work night/evening shifts (24/7)
- At least 6 months call center experience.
Education level
- UG /Diploma/ Advanced Diploma - IT Field (preferably Networking)
- CCNA Qualification will be an added advantage.
Send CV ONLY to recruit @ flexi-personnel.com by Wednesday 13th January 2010.
