ROLES & RESPONSIBILITIES:
Handle customer issues in Spanish and English language via phone calls for a technology product in home network
Troubleshoot technical issues pertaining to products in WiFi surveillance cameras
Provide active updates to the customer until the issue has been resolved
Triage issues to Level-2 and Customer Care team in other global locations
Accurately document cases in-line with process requirements
Draft and send email follow-ups to the customer about cases that are being handled
Maintain a positive attitude and calmly resolve issues customers face with the product
Other Skills :
Excellent oral and written communication skills in Spanish and English language is a must.
1-2 years’ experience in providing phone-based support for customers in a technical process.
The candidate should be well-versed in computer systems and adept at navigating mobile apps.
Basic knowledge of computer networking principles (Internet, LAN, Wi-Fi) and operating systems.
Exhibit Highly customer-centric behavior.
Hands-on problem-solving ability.
The ability to communicate technical information in an accessible manner to non-technical customers.
Good understanding of customer service processes, tools and best practices with a strong customer-centric focus.
Excellent problem-solving and troubleshooting skills.
Ability to multi-task (Speak to customers on phone and type case notes in concurrence). |