Senior Advisor I, Technical Support

Job Title:

Job Description

Essential Functions/Core Responsibilities

• Provides the most technical advanced support by handling complex customer cases, while under minimal supervision
• Respond to escalated and unresolved calls, and questions from less experienced Technical Support Advisors
• Identify, investigate, research and provide resolution on user questions and problems; including hardware, software, networking, or other designated client products
• Extensive knowledge of the organization, products, and/or services is required
• 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
• 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
• Provide a high level of technical support via telephone and/or other electronic mediums for a major product category up to 5% of assigned shift, provide guidance to Support Professional in problem solving and using resources up to 5% assigned to shift
• Coach and train support professionals in technical skills, customer service, and applicable processes, assist with support professional technical development by evaluating the performance and providing appropriate feedback, act as an escalation point in the absence of a team leader
• Provide reporting analysis as necessary

Candidate Profile

• Associate’s Degree in related technical discipline with three to five years of related technical experience preferred
• Achieve and maintain recognized and applicable technical certification(s)
• Senior level technical knowledge (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
• Able to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required

Career Framework Role

Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment). Does not have any outstanding disciplinary, attendance or performance issues. Analyzes process-related problems and suggest possible solutions. Guides and trains junior team member and facilitates their work. Demonstrates mastery of required behaviors/competencies such as the ability to teach/coach other agents and/or support the program by performing data analysis work. Client feedback must be favorable for progression to this level. Opportunity to progress here is dependent on business needs. Call handling tasks may be required as business needs dictate.

Supplemental Geographical Information

RECRUITER ENTER THE APPLICABLE LANGUAGE:

PHILIPPINES

• Minimum of two years of college education in related technical discipline with at least 12 to 18 months of call center experience or equivalent

• Ability to learn client technical systems

• Ability to think clearly and can explain complex issues effectively, both written and verbally

• Can train others

UNITED STATES

• Adaptability to continuous learning/education and strong problem solving skills

INDIA

• SME in the product with effective coaching and mentoring skills. Is able to add value to the program by identifying improvement area

• Able to add value to the program by identifying improvement areas

• 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.

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