Sr. Advisor II, Technical Support Full Time

About the job
Job Title:

Sr. Advisor II, Technical Support

Job Description

The Technical Support Associate I responds to basic and routine inquiries of a technical nature including hardware/software, or other designated client products. This position assists external users of the client’s technical products or services by answering questions and solving problems involved in their use.

Essential Functions/Core Responsibilities

Assist external users of the client’s technical products or services; identify, investigate, research and provide resolution to user questions and problems
Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
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

Candidate Profile

Associate’s Degree in related technical discipline with six years of related technical experience preferred
Achieve and maintain recognized and applicable technical certification(s)
Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair)
Working 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
Job requirements may vary by country and will not contravene any local laws

Career Framework Role

Has program required basic skillset to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels .

Supplemental Geographical Information

RECRUITER ENTER THE APPLICABLE LANGUAGE:

PHILIPPINES

Minimum of two years of college education in related technical discipline. No prior call center experience is required
Ability to think clearly and can explain simple issues effectively, both written and verbally
Ability to resolve basic to moderate technical issues

INDIA

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

Disclaimer

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.