Call Center Technical Support

Responsibilities:

• Deliver technical service and support to end-users. This would be done using and operating automated call distribution phone software, via remote connection or over the Internet
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services. This would be done using phone, email or remote diagnostic tools
• Diagnose and resolve technical hardware and software issues involving internet connectivity, CCTV,
• VOIP and more. This would be done using phone, email or remote diagnostic tools
• Research required information using available resources
• Follow standard processes and procedures
• Identify and escalate priority issues per Client specifications
• Redirect problems to appropriate resource
• Accurately process and record call transactions using a computer and designated tracking software
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Organize ideas and communicate verbal messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Stay current with system information, changes and updates
• Adapt to 7*24 shift

Requirements:

• Should have Technical Call Center background in IT OR CCTV (or ELV)
• Good communication skills and ability to speak in the local language
• MUST BE Good in Spoken and Written English
• Knowledge of French is an advantage but not mandatory
• Should be able to handle pressure and maintain calm nature with the aim to resolve key issue
• Previous Technical Call Center Experience is preferred