Job Details
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Job Description
The Technical Support Representative will play a crucial role in providing technical assistance and support to customers with a primary focus on technical and billing inquiries. This role involves troubleshooting. Technical issues, ensuring customer satisfaction, and effectively communicating with both technical and non-technical customers.
Responsibilities:
- Serve as the primary point of contact between the company and its customers, delivering exceptional service through various communication channels including voice calls, chat, email, and others.
- Record and document customer inquiries and complaints accurately and thoroughly.
- Utilize a combination of technical expertise and problem-solving skills to guide customers through diagnostic and troubleshooting procedures, resolving issues efficiently.
- Document all relevant information about customer inquiries and complaints, including root causes and resolutions.
- Collaborate with other teams to escalate and resolve complex customer issues as needed, ensuring timely resolution and customer satisfaction.
- Proactively communicate with customers to provide updates on issue resolution progress and gather any additional information required.
- Stay updated on industry trends and technological advancements to continuously improve service delivery.
Job Requirements
- Exceptional verbal and written communication skills in English, with the ability to articulate technical concepts clearly and effectively.
- Strong interpersonal skills and a customer-centric approach, with the ability to maintain professionalism and a positive attitude in all interactions.
- Proficiency in explaining technical issues to both technical and non-technical audiences.
- Analytical mindset with strong problem-solving abilities, capable of diagnosing and resolving technical issues efficiently.
- Familiarity with a range of computer hardware and software, with the ability to quickly learn and adapt to new technologies.
- Thorough understanding of internet technologies and applications, including troubleshooting methods.
- Experience with trouble ticketing systems and the role of customer care agent is preferred.
Additional Requirements:
- Bachelor’s degree in a relevant field or equivalent work experience.
- Previous experience in technical support or customer service roles are advantageous.
- Relevant certifications in customer support or technical fields are a plus.
- Preferable Cairo/New Cairo Residents.
