
Technical Support Specialist
1 week ago
As a vital member of our technical support team, you will be responsible for delivering exceptional customer experiences and ensuring timely resolution of technical issues.
Key Responsibilities:
- Maintain high efficiency in handling escalated calls from Level 1 team members.
- Resolve tickets within agreed Service Level Agreements (SLAs) of ticket volume and time.
- Adhere to quality standards, regulatory requirements, and company policies.
- Ensure positive customer experience and Customer Satisfaction (CSAT) through defined resolution rates and minimum average handling times (AHT).
- Update worklogs and follow shift protocols for escalation processes and compliance.
- Efficiently handle all queues and work towards case closure.
Required Skills and Qualifications:
- Excellent communication skills with international voice support experience.
- Hands-on experience in mobility-related applications and desktop/general system-related issues.
- Good experience in troubleshooting Outlook, VPN, Citrix, VDI-related issues.
- In-depth knowledge of Microsoft Office/Office 365.
- Experience in telecom is an added advantage.
Benefits:
We offer a competitive compensation package, opportunities for career growth, and a dynamic work environment that fosters collaboration and innovation.
What We Offer:
A chance to make a meaningful impact on our customers' lives, a supportive team environment, and a range of benefits that promote work-life balance and well-being.
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