Tier III Technical Support Advisor - Dubai, United Arab Emirates - Concentrix

Description

Job Description

As a Technical Support Advisor, you'll be our valued customers' first point of contact, ensuring their success with our products/services.

You'll wear many hats – troubleshooting technical issues, providing clear guidance, and going the extra mile to delight users. You will play a critical role in ensuring customer satisfaction and driving positive brand experiences.

Essential Functions/Core Responsibilities

Assist external/internal users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed Solve problems that are generally unstructured and require extensive use of conceptual thinking skills Serve as a resource to other support personnel Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') Greet customers in a courteous, friendly, and professional manner using agreed upon procedures Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer Clarify customer requirements; probe for understanding Prepare complete and accurate work including appropriately notating accounts as required Participate in activities designed to improve customer satisfaction and business performance Log all incoming calls and accurately complete case notes in the call tracking database

Candidate Profile

High School Diploma and one year of relevant experience preferred Achieve and maintain recognized and applicable technical certification(s) Relevant technical expertise related to program (i.e.

hardware, software, networking, data storage, troubleshooting, repair and sales) Advanced knowledge of client technical systems Courteous with strong customer service orientation Ability to effectively communicate, both written and verbally Ability to learn including strong problem solving skills Dependable with proficient attention to detail Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly Ability to work as a team member, as well as independently with minimal supervision Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner#J-18808-Ljbffr