Technical Support Advisor - English Speaker - 2024

Job Title:
Technical Support Advisor - English Speaker - ‎2024
Job Description
Due to our incredible growth, we're looking for Customer Service Advisors with
English language skills to help us deliver exceptional customer experiences
for some of the world's biggest and most well-known brands.
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
* Provide prompt and accurate technical support to customers via phone, email, and chat.
* Diagnose and troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products
* Research and identify solutions to complex technical problems using knowledge base resources and escalation pathways.
* Document and escalate unresolved issues to higher-level support teams.
* Maintain detailed records of customer interactions and support activities.
* Proactively identify and address potential customer issues to prevent escalations.
* Ensure service delivered to our customers meets contractual Key Performance Indicator ( 'KPIs')
* Serve as a resource to other support personnel
* Participate in ongoing training and development to stay abreast of the latest technology advancements.
* Collaborate effectively with internal teams (e.g., engineering, product development) to resolve technical problems and improve product usability.
* Maintain a professional and positive demeanor while interacting with customers, even in challenging situations.
* Participate in activities designed to improve customer satisfaction and business performance
Candidate Profile
* A High School Diploma and one year of relevant experience are preferred
* Tech sales experience is preferred
* Basic/Advanced '' depends on the program '' understanding of client technical systems.
* Ability to learn including strong problem-solving skills
* Exceptional communication and interpersonal skills, with the ability to effectively explain technical concepts to non-technical users.
* Proficient in written and verbal communication.
* Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
* Commitment to providing exceptional customer service.
* Courteous with a strong customer service orientation
* Achieve and maintain recognized and applicable technical certification(s)
* Able to rotate shifts, as needed
* Based on the program, additional experience/skills may be required
Our benefits
* Competitive salary
* A bright, modern, and exciting place to work, with excellent staff facilities
* Performance-related pay
* Voluntary Medical plan
* Transportation allowance
* Life insurance
* Annual reward and recognition events
* Holiday pay
* Access to training and development opportunities.
Career Framework Role
Each program requires a basic skill set and product-specific knowledge to
perform routine tasks within simple processes. You will work with close
supervision and clearly defined procedures. You are starting to demonstrate
familiarity with client terminology, operating standards, and procedures.
Starter without sustained metric performance levels.
We offer a competitive compensation and benefits package, along with a vibrant
and supportive work environment. Join us and be a part of a team that is
passionate about making a difference in the lives of our customers and our
community!

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.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified
applicants without regard to race, color, religion, gender, national origin,
age, sexual orientation, gender identity or expression, protected veteran
status, disability status, or any other legally protected characteristic.
Location:
EGY Cairo - Building F16
Language Requirements:
Time Type:
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