Technical Customer Support Engineer

L1 Technical Support

Primary Responsibilities Include:

• Respond promptly, courteously, and knowledgeably to technical support inquiries
• Provide top-tier support to all customers with a goal of first call resolution
• Educate customers on system installation/use, and assist in troubleshooting
• Utilize prior customer support experience to enable customer success and happiness
• Use problem-solving skills to solve customer issues and address concerns
• Outbound calls to current customers to address issues, when needed

Skillset

• High school diploma or general education degree (GED);
• 6 Months to 1 year experience in Technical Support or Customer Support Environment
• Proven success in a phone-based customer service or call center position
• Ability to understand and determine root causes to customer issues
• Comfortable with technology and ability to provide technical assistance for consumer electronics
• Strong work ethic and the drive to contribute to company goals
• Clear and effective phone communication skills to ensure all customer issues are resolved
• Ability to work independently and in a team setting
• Ability to prioritize in a fast-paced environment and excellent time management skills
• Positive, can-do attitude and eager for continuous improvement
• Strong commitment to customer happiness and satisfaction

Inbound Sales Representatives

Responsibilities:

• Field incoming sales calls and chats
• Ability to connect with customers through conversations and provide accurate information and guidance regarding products/services, recommendations based on customer needs
• Build trusting relationships with customers understanding their needs.
• Offer pre-sales and post-sales support that create high customer satisfaction.
• Identify and maximize opportunities to cross-sell and up-sell to existing customers.
• Adhere to our clients policies, procedures, and industry compliances.

Qualifications:

• High School Diploma or GED.
• 6 months to 1 year of sales experience in a contact centre environment.
• Multi-tasker in a fast-paced, high-energy, and dynamic environment.
• Excellent negotiator, listener, and a quick learner with great objection handling skills.
• Excellent English language skills.
• Excellent verbal and written communication skills.