Bilingual Technical Support Associate
3 months ago
Level 1 Technical Support Agent is required to have good communication and organization skills, basic technical knowledge, and the ability to follow standard procedures for resolving common technical issues.
Qualifications
- Basic technical background
- Strong analytical and problem-solving skills
- Excellent written communication, verbal and listening skills
- Strong customer relation skills
- Ability to handle multiple priorities/tasks
- Fluent in English & French
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance.
- Provide step-by-step instructions to help users troubleshoot and resolve common problems such as connectivity and VoIP registration issues along with configuration & equipment setup.
- Educate customers on product functionalities and troubleshooting steps to empower them to resolve common issues independently.
- Handle customer complaints and concerns with empathy and professionalism, ensuring timely resolution and customer satisfaction.
- Create, update, and manage support tickets, ensuring accurate documentation of customer issues and resolutions in the CRM (Cranium) system for future reference and analysis.
- Escalate complex technical issues to higher-level support or relevant departments for further investigation and resolution, while ensuring timely follow-up with the customer.
- Collaborate with other teams, including Network Operations, Customer Service, Dev support and etc. to address customer issues comprehensively and ensure a seamless customer experience.
- Use knowledge base, tools and other resources to assist in problem resolution.
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