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

    Concentrix
    Concentrix Dubai, United Arab Emirates

    Found in: DrJobEN AE A2 - 4 days ago

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    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

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