技术支援顾问 I
Advisor I, Technical Support
职位名称：
技术支持顾问 I
职位描述
技术支持顾问 I 职位通过来电、外拨电话或互联网与客户沟通，具体方式根据客户需求而定。该职位提供客户服务支持，并解决客户产品或服务方面的常规问题。
核心职责
- 确保为客户提供服务符合合同规定的关键绩效指标（KPI）
- 明确客户需求；深入理解，使用决策支持工具和资源，为客户提供适当的解决方案
- 认真倾听客户的需求和问题；在交流中展现同理心，同时最大化机会与客户建立良好关系
- 按照既定程序以礼貌、友好和专业的方式接待客户
- 保持对客户产品和/或服务的基本了解
- 准备完整准确的工作内容，按要求正确记录账户信息
- 参与提升客户满意度和业务表现的活动
- 推荐额外的产品和/或服务
- 在呼叫跟踪数据库中跟踪、记录和检索信息
- 通过引用已发布资料、次级来源或更高级别的员工来回应客户咨询
候选人背景
- 高中毕业，有三到六个月相关经验者优先
- 礼貌且具有强烈客户服务意识
- 具备较强的计算机操作技能和PC知识
- 具备良好的书面和口头沟通能力
- 可靠且注重细节
- 具备多任务处理能力，包括灵活适应变化的能力
- 能够在快节奏、高产出的工作环境中处理重复性工作
- 能作为团队成员以及独立工作
- 在所有客户接触场景中表现出耐心；包括保持愉快和专业的语气和态度
- 能够根据需要轮班
- 根据所在地区和/或项目，可能需要其他经验/技能
- 工作要求可能因国家而异，且不会违反当地法律
职业框架角色
具备执行简单流程中常规任务所需的基本技能，但缺乏特定项目或产品的知识。在紧密监督和明确的流程下工作。开始熟悉客户。
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Job Title:
Advisor I, Technical SupportJob Description
The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.Essential Functions/Core Responsibilities
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
- Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Maintain basic knowledge of client products and/or services
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
- Offer additional products and/or services
- Track, document and retrieve information in call tracking database
- Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
Candidate Profile
- High school diploma with three to six months of relevant experience preferred
- Courteous with strong customer service orientation
- Strong computer navigation skills and PC Knowledge
- Ability to effectively communicate, both written and verbally
- Dependable with strong attention to detail
- Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
- Tolerance for repetitive work in a fast-paced, high production work environment
- Ability to work as a team member, as well as independently
- Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Ability 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 skill set 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:
GERMANY - This job description does not apply to employees in Germany.
UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION
PHILIPPINES
- Minimum of two years of college education. No prior call center experience is required
- Ability to think clearly and can explain simple issues effectively, both written and verbally
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.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
MYS Kuala Lumpur Nu Tower 2Language Requirements:
Time Type:
Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
Originally posted on Himalayas