Position Title: Advisor I, Technical Support
Job Description:
a) Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
b) • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
c) • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
d) • Participate in activities designed to improve customer satisfaction, team camaraderie, and business performance.
e) • Participate in activities designed to improve customer satisfaction, team camaraderie, and business performance.
f) • Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
g) • Follow appropriate escalation paths to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
h) • Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
i) • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures