International Technical Process

Uses his/her excellent technical product knowledge and experience and best customer service skills to efficiently and effectively troubleshoot the customers issue towards absolute resolution.

Engages the customer in a spontaneous and conversational manner in a way that makes the customer experience good and enriching

Investigates and clarifies consumer comments, questions, and concerns using active listening and probing skills

Knows how to effectively multitask and prioritize workload. Can effectively go thru the systems and process while carrying on a conversation with the customer

Recommend available service options when necessary.

Use tact and judgment in communicating with, in particularly, angry and/or frustrated consumers

Accurately document customer cases and pertinent details in internal CRM

Reports feedback that affects the course of Operations in a day to day basis

Upholds and promotes client’s core values

Meets productivity standards

COMPETENCY REQUIREMENTS

With Basic Competency Level in ff.:

Common consumer electronics, technical products, networking and WIFI

Windows and Mac operating systems

Computer hardware

With Expert Competency Level in ff.:

Customer service orientation

Communication skills (oral and written)

Computer navigation

Sense of urgency

Passion for excellence

Working in teams / Interpersonal skills

Work organization

Product knowledge

Analytical and Problem solving skills

Reports to:

Team Leader and/ or

Shift Manager

Education and/or Experience:

Completed at least Senior High School.

At least 6 months of experience in technical support or customer service role or equivalent, familiarity with CRM and case management are preferred.

Work environment:

The work environment is professional office workplace.

Physical demands:

Requires graveyard work

Schedule and shift flexibility. May require non-consecutive rest days for the work week,

overtime, weekend, or holiday work depending on business needs

Work demands:

Must complete and pass Product Specific Training and clear certification. Must meet or exceed quality target. Failure to achieve and sustain quality performance at or above the quality target may result in termination

Able to establish, implement and continuously improve the quality information security policies assigned to him/her.Role & responsibilities

Preferred candidate profile