Technical Support Representative - CSR

DUTIES AND RESPONSIBILITIES

•Provide customer service via email/tickets, chat, and calls

•Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives

•Process requests and enter/update business/personal information in our database

•Document all information according to standard operating procedures

•Perform the tasks at the required speed and accuracy to meet the client’s KPI and SLA requirements

•Provide prompt, reliable, and accurate information to customers

•Maintain effective communication during conversations by adjusting to the pace and technical level of the customer

•Communicate positively with team members, customers, and partners

MINIMUM REQUIREMENTS AND QUALIFICATIONS

•Ability to work in the intensity of high-volume emails, calls, and live chats and capable of upholding the highest quality standards

•Ability to work on holidays and weekends

•Ability to work in a dynamic environment with minimal supervision

Key Skills

•Experience working with customer support

•Working knowledge of office equipment and computer hardware and peripheral devices

•Basic knowledge of computer usage and internet navigation

•Basic knowledge of troubleshooting steps

•Excellent knowledge of word processing tools and spreadsheets (MS Office Word, Excel etc.)

•Good command of English both oral and written and customer service skills

•Great attention to detail

Educational Background

•Completed at least 2 years of college education

Work Experience

•Preferably with at least one year of Customer Service experience

•Demonstrated competency in the following areas is also required:

•Proven ability to work within deadlines and under pressure

•Examples of taking initiative in a work setting, with positive outcomes

•Proven to be a lead-taker, and able to work with passion without the need for constant coaching or manager intervention

Language Skills

•Very good communications skills

•Strong written and grammatical English language skills

Summary of role requirements:

Flexible hours available

1 year of relevant work experience required for this role

Working rights required for this role

Expected start date for role: 30 April 2024

Expected salary: 25,000 per month

Full time