Ideal Candidate:
We are seeking a candidate with the following qualifications:
– Previous experience in a Technical Support role, preferably handling phone-based problem-solving with clients.
– Proven ability to handle interactions with unhappy customers and effectively de-escalate situations.
– Strong attention to detail and a conscientious approach to work.
– Comfortable with updating daily/weekly reports and maintaining accurate records.
– Familiarity with basic hardware components, ideally with a background as a computer hobbyist or experience in computer repair.
– Excellent written and verbal communication skills for providing clear and professional customer assistance.
– Ability to explain technical information in a non-technical manner for effective communication.
– Collaborative mindset to work with team members and contribute to improving customer service quality.
– Willingness to work on-camera (Zoom) during the diagnostic process.
Job Description:
As a Tech Support Agent, you will be the initial point of contact for client inquiries on the Technical Support side. You will manage and monitor various communication channels, delivering exceptional customer service promptly.
Key Responsibilities:
– Handle technical service calls, address inquiries, and troubleshoot device-related issues.
– Assist in the development of Company-Manufacturer cadence slides.
– Provide clear and concise explanations of technical solutions to customers verbally.
– Maintain accurate records of customer interactions, including call details and resolutions.
– Create EOM Scope of Guarantee Report and prepare it for Spare Parts call w/ Manufacturer.
– Synthesize the Repair Board from into the EOM Report template and send it to Manufacturer before the Spare Parts meeting for approval on SoG.
– Contribute to the improvement of technical support processes and documentation.
– Collaborate with team members to resolve technical problems and escalate issues when necessary.
– Take notes on more advanced repair calls that cannot be handled immediately.
– Conduct all client follow-ups, including pre-repair, repair, and post-repair follow-ups.
– Send out Quality Surveys after repairs/calls.
– Send Tracking Information for all Consumables and Repairs.
Qualifications:
– Some technical knowledge and experience troubleshooting technical issues.
– Excellent written and verbal communication skills.
– Exceptional customer service skills, with demonstrated abilities in patience and empathy.
– Strong organizational and time management skills.
– Proficiency in technical tools and software for customer support.
– Fluent or native in English.
If you possess a genuine passion for delivering top-tier technical support and thrive in a collaborative team environment, we invite you to apply. As part of your application, please send us a 2-3 minute voice recording introducing yourself and highlighting your relevant experience.
Please fill out the form to apply: /3NFemod
APPLY FOR THIS JOB:
Company: Mr Fix ( Cell phone& computers repair)
Name: Vivien
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