Technical Support Associate
4 days ago
Associate Technical support Profile:
Associate is required to have good communication and organization skills, basic technical knowledge, and the ability to follow standard procedures for resolving common technical issues.
Associate Technical support Agent Characteristics
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
Associate Technical support 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, Devsupport 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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