Job
Description
Role & responsibilities Provides a full range of customer service for products in a prompt, efficient and professional manner. Installs software programs and troubleshoots operating systems, software, and hardware. Understands customer needs and recommends appropriate solutions. Prepares work orders for maintenance requests after determining if field visits are required and ensures appropriate follow-up procedures are met. Troubleshoots PC/email/modem/home networking problems and escalates advanced troubleshooting. Problems to technical support groups when appropriate. Maintains accurate problem call tracking in the helpdesk ticketing system. Possesses an excellent knowledge of windows and Macintosh operating systems, internet/IP, web. Browsers, e-mail, and other PC operating and connectivity technologies. Diagnoses PC hardware, software, operating system and cable modem and cabling issues. Remains abreast of new products and technology. Consistently demonstrates ability to meet higher performance expectations (increased KPI/MPS). Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable. Schedule(s) and overtime as necessary. Other duties and responsibilities as assigned. Preferred candidate profile Tertiary qualification in Electrical/Electronic Engineering is preferred. Training in handling telephone calls is an advantage. Call center experience is desirable. Product design/development/management experience is desirable. Preferred Skills: Provide best-in-class customer technical support with a focus on consumer trends, continuous improvement, and the use of technology. Responding to technical queries from customers and consumers on products; identifying causes and taking corrective action. Process, warranty, and spare parts orders in a timely and proficient manner. Sourcing and maintaining relationships with service agents, including authorizing service agent invoices, and reviewing customer and service agent disputes. Manage warranty service jobs including scheduling of labour and dispatch of materials. Liaise with relevant departments on technical policies and product training. Review reasons for customer returns/complaints and implement corrective action. Assist in organizing the technical training requirements of customer service staff. Ensure all incoming customer technical calls and emails are answered promptly and quality service is provided in dealing with such queries and issues. Assist in the provision of technical literature/information to customers. Previous experience in consumer electrical products such as lighting, ceiling fans, security camera, wiring accessories and SMART products is highly desirable. Personal Attributes and Skills: Able to work both in an autonomous and team-oriented environment. Ability to handle difficult customer queries or complaints. High level communication skills, both written and verbal, and rapport-building ability over the telephone Self-motivated with a high focus on end delivery and results Organisation, time, and priority management skills Attention to detail. Focus on how our actions impact the customer”. Excellent phone manners and “patience with customers” are essential.
