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Technical Support Executive (Non – Voice)

Technical Support Executive (Non – Voice)

Industry:
Business Process Outsourcing (BPO)

Segment:
Customer Contact Center

Job Family:
Technical Support

Job Role:
Technical Support Executive

Indicative Role Titles:
Technical Support Non–Voice Executive, Customer Support Non–Voice Executive, Support Engineer Non–Voice Process

Role Description:
Responsible for resolving queries and customer cases over web-chat or email.

Required Interactions:

Internal Stakeholders:

-Line Manager
-Team Members
-Supervisor/Floor Incharge

External Stakeholders:
-Client/Customer

Job Accountabilities:
-Provide basic technical support and troubleshooting using scripts for frequently occurring problems
-Provide troubleshooting and technical support over web-based tools and email
-Advise customers regarding the product’s proper use and address specific user issues
-Escalate issues in case existing support may not be sufficient for resolving the problem
-Capture and report customer feedback

Technical Competencies:

-Customer Support (Technical)
-Information Technology Literacy
-Remote Technical Support
-Data Entry & Documentation

Personal Characteristics:

-Analyzes Information
-Articulates Effectively
-Focuses on Customers

Qualifications & Training:

Essential Qualification:

-Diploma Holder or Graduate Degree in any discipline

Indicative Certifications & Trainings:

-Training on language (written), Technical Support

Indicative Years of Experience:

-0-1 year of work experience/internship in relevant areas

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