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

    Concentrix
    Concentrix Dubai, United Arab Emirates

    1 week ago

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    Description

    JobDescription

    As a TechnicalSupport Advisor, you'll be our valued customers'first point of contact, ensuring their success with ourproducts/services. You'll wear many hats –troubleshooting technical issues, providing clear guidance, andgoing the extra mile to delight users. You will play a criticalrole in ensuring customer satisfaction and driving positive brandexperiences.

    EssentialFunctions/Core Responsibilities

    • Assist external/internal users of theclient's technical products or services; identify,investigate, research and provide resolution to user questions andproblems
    • Troubleshoot basic to complex customerissues that are technical in nature; including hardware, software,networking, or other designated clientproducts
    • Follow appropriate escalation path toresolve technical issues; including making follow up outbound callsto customers or other parties as needed
    • Solveproblems that are generally unstructured and require extensive useof conceptual thinking skills
    • Serve as aresource to other support personnel
    • Ensureservice delivered to our customers meets contractual KeyPerformance Indicator('KPIs')
    • Greet customers ina courteous, friendly, and professional manner using agreed uponprocedures
    • Listen attentively to customer needsand concerns; demonstrate empathy while maximizing opportunity tobuild rapport with the customer
    • Clarifycustomer requirements; probe forunderstanding
    • Prepare complete and accuratework including appropriately notating accounts asrequired
    • Participate in activities designed toimprove customer satisfaction and businessperformance
    • Log all incoming calls andaccurately complete case notes in the call trackingdatabase

    CandidateProfile

    • High SchoolDiploma and one year of relevant experiencepreferred
    • Achieve and maintain recognized andapplicable technical certification(s)
    • Relevanttechnical expertise related to program (i.e. hardware, software,networking, data storage, troubleshooting, repair andsales)
    • Advanced knowledge of client technicalsystems
    • Courteous with strong customer serviceorientation
    • Ability to effectively communicate,both written and verbally
    • Ability to learnincluding strong problem solvingskills
    • Dependable with proficient attention todetail
    • Skilled in multi-tasking; including theability to be flexible and adapt to changesquickly
    • Ability to work as a team member, aswell as independently with minimalsupervision
    • Demonstrate patience in allcustomer contact situations; including maintaining a pleasant andprofessional tone and manner
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