Overview
Our Repair Agent plays a key role in the growth of our organization, by serving as a front-line consultant in a Technical support capacity. They act as consultants recommending long term solutions to our customers. Their number one goal is to provide an award winning customer experience that increases brand loyalty. Successful agents get it right the first time, reducing the need for repeat calls or escalations. An outgoing personality, whatever it takes attitude and a willingness to help are key for success.
Responsibilities
- Answer customer requests or inquiries concerning services and products and address problem areas.
- Troubleshoot and resolve customer impacting issues surrounding their landline/internet and issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, and provisioning.
- Utilize operational systems to troubleshoot and give step by step processes to assist customers whose services are not working properly (ex. No dial tone/No internet)
- Continually maintain working knowledge of all company products, services and promotions (Product upgrade etc.)
- Utilize various systems and tools to initiate to assist and service customers.
- Handle less routine & repetitive matters and more complex troubleshooting scenarios.
- Make recommendations according to customer's needs.
- Identify, track & trend issues to assist in root cause elimination.
- May support emerging technologies until matured or until tools & technology enable mainstream support.
- Resolve issues resulting from direct inbound customer calls, transferred callers including calls from other CSAs, trouble tickets or escalations.
Qualifications
Required Skills and Abilities
Communication Skills
- Must have the ability to demonstrate clear and polite written and oral communication.
- Ability to type 30 words per minute with few grammatical errors.
- Ability to navigate the internet and email.
Technical Skills
- Must have general computer skills and experience/knowledge.
- Must be tech savvy with Computer Networking (Windows, IOS/Mac etc.)
- Experience/knowledge of software and hardware devices (Wifi Devices such as Modem/Routers)
Customer Focus and Interaction Skills
- Must be Customer Oriented and very Understanding
- Take responsibility to follow up with customers to ensure their needs and expectations are satisfied and promises are kept.
- Friendly and upbeat style.
- Display helpfulness.
- Add Empathy and ability to deliver bad news
- Ability to set expectations and deliver information in a positive and articulate way.
- Must display a high level of Patience
- Excellent Conversational Skills
- Ability to handle irate customers effectively.
- Strong Analytical Skills
Problem-Solving Skills
- Investigate and take action to meet customer’s needs.
- Must be able to exercise critical and analytical skills.
- Solve routine problems effectively, gathering the information necessary from the customer.
- Apply systematic approach to solving problems.
Qualifications
- Minimum 3 CXC passes or equivalent qualification is preferred, Or a combination of experience and related skills and the ability to pass internal assessments.
- Minimum 6 months Customer Service Experience is required
- Minimum 3 months Technical Support Experience would be a plus.
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