Technical Support Advisor

Job Title:
Technical Support Advisor
Job Description
The Advisor I, Technical Support responds to basic and routine inquiries of a
technical nature including hardware/software, or other designated client
products. This position assists external users of the client's technical
products or services by answering questions and solving problems involved in
their use.

Essential Functions/Core Responsibilities

• Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems


• Troubleshoot basic and routine 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


• 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

**

Candidate Profile**
*
Achieve and maintain recognized and applicable technical certification(s)
*
Relevant technical expertise related to program (i.e. hardware, software,
networking, data storage, troubleshooting, repair)
*
Working 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
*
Job requirements may vary by country and will not contravene any local laws

**

Career Framework Role**
Has program required basic skillset to perform routine tasks within simple
processes but lacking program/product specific knowledge. Works with close
supervision and clearly defined procedures. Starting to demonstrate
familiarity with client terminology, operating standards and procedures.
Starter without sustained metric performance levels .

**

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 Egypt-Smart Village Building B2110
Language Requirements:
Time Type: