Technical Support Representative - Clark

The purpose of the role is to help Asurion’s customers “stay connected” with all aspects of their everyday technical life. This will include supporting customers over the telephone with various applications, networks, and technologies. The role will also undertake proactive outbound call work as well as take inbound calls.

Key Accountabilities

Undertake service requests for customers ensuring compliance with Asurion’s policies and procedures carrying out effective note-taking on calls

Providing technical expertise on inbound calls or other electronic input (e.g. website, CHAT, or email) from customers for the purpose of resolving customer issues with devices (e.g. laptops, tablets, smartphones, and other consumer electronics) and software

Identify customers in line with the company, regulatory and legislative requirements

Ensure each interaction with a stakeholder of Asurion meets the agreed quality framework (HERO) employing initiatives to achieve a high-quality score

Maintain a high level of customer service with all stakeholders employing initiatives to achieve a high net promoter score (NPS)

Educate oneself with technology and keep up-to-date with changes, particularly in the device protection/consumer home technology space

Ensure you are always in the right place, at the right time (adherence) as per your agreed roster

Respond to in-the-game/moment feedback and coaching sessions taking proactive actions to meet your agreed commitments

Use knowledge-based systems and other tools to deliver technical support solutions

Processing service requests and managing inquiries related to handset protection and digital products

Support initiatives that exceed customer expectations through a range of channels including but not limited to calls and online chat

Making sales or recommendations for products or services that best suit client needs

Maintain the necessary skills and competencies needed to excel in the role

Meet the agreed individual and team performance targets and development plans

Meet the established performance targets to achieve service excellence / operational efficiency

Share technical solutions and knowledge with the team and contribute towards best practice

Demonstrate a strong one-team attitude working collaboratively with Soluto team members and colleagues across Asurion and its clients

Demonstrate emotional resilience and exhibit a “can do”, positive and results-focused attitude

Participate in development and activities within the care that enhances engagement, teamwork, and vision.

Any other responsibilities as directed by your manager.

You will also be required to assist the team manager with any other duties as required from time to time

Qualifications

Education: Minimum high school diploma or equivalent

Experience

1 year of BPO technical support program experience is required

6 months of BPO Sales experience is required

Proven experience in supporting others with mobile technology and other devices (this may include but is not limited to computers, gaming consoles, smart TVs, tablets, etc.)

Behavioral and Technical Competencies

Passionate about customer service and loves helping others

Shows an aptitude for being comfortable with learning new technology

Ability to display a high level of empathy, patience, and resilience when assisting others through technical issues

Recognises opportunities to maximize the quality of their customer service by engaging with their customer and building rapport

Takes ownership of customers' problems, take control of the call, and assures them that they are the expert to find a solution

Demonstrates that they are digitally literate with a very good understanding of major operating systems and a wide range of consumer technologies

Ability to keep ahead of the game with device releases and software updates

Displays endurance when handling customer queries for a long period of time

Proves they are a committed team player supporting other colleagues but also able to work resourcefully and autonomously taking ownership of issues

Positively embraces change, handles ambiguity, and shows the capability to work in a constantly evolving environment

Approaches complex problems with a logical mindset seeking the most efficient solution available

Desirable Personal Competencies and Attributes

Wider experience in supporting others with applications, networks, and technologies

Experience in managing and working towards the Net Promoter Score (NPS) metric

Customer service experience in a frontline technical environment (e.g. Retail Consumer Technology outlets, IT support, and troubleshooting environments, etc.)

ASU0005083