Tech Support Excellence Specialist
3 days ago
At Gen, we are seeking a highly skilled and motivated Tech Support Excellence Specialist to join our Internal Tech Support Center of Excellence (COE) Team within Consumer Services and Inside Sales (CSIS).
About the RoleThis is a strategic and operational role with responsibility for engaging with customers, carrying out extensive root cause & log analysis. The successful candidate will represent the Voice of our Customers to internal stakeholders focused on improving overall customer experience.
The Tech Support Excellence Specialist will spend time resolving customer queries, as well as identifying areas of improvement in our experience. They will collate data, knowledge and customer feedback to suggest improvements. The team may also assist with testing new concepts or ideas with our customers.
Key Responsibilities- Be the subject matter expert for the team handling customer queries via various support contact methods.
- Ensure effective coaching and sharing with managers and other peers.
- Handle Customer Escalations
- Utilize coaching and developing skills to help develop team members.
- Work closely with Support partner management teams to understand challenges impacting NetSat/Resolution rate/Cases Handled or any other SLA parameters.
- Analyze top technical and transactional contact generators and issues for root cause & efficient Customer Experience.
- Carry out extensive root cause analysis with customer interactions & share information with Product Teams.
- Make suggestions to improve overall customer experience, backed up with data or facts.
- Test new concepts/ideas with our customers to understand potential impact on the wider customer population.
- Able to communicate effectively and work collaboratively as part of a team.
- Strong problem-solving skills, suited to take on various challenges.
- Provides technical expertise and guidance to support emerging technologies such as generative AI solutions and automation.
- Strong ability to create content and find creative solutions for complex technical issues.
- Flexible and able to adapt to changing priorities.
- Willingness to work in a fast-paced environment.
- Technical knowledge of Network & All Operating systems (Mac, Windows, IOS & Android).
- Minimum 3 years' experience with customer service/technical support.
- Excellent written and oral communication skills.
- Bachelor's Degree, applicable certification or equivalent experience required.
- Strong soft skills and ability to build credibility and rapport with individuals from varied backgrounds.
- Excellent knowledge of MS office – emphasis on Excel, pivot tables and PowerPoint.
- Strong time management and ability to meet strict deadlines.
- Strong problem-solving skills & business analysis knowledge (Six Sigma and/or Project Management certification/experience an advantage).
- Qualifications and/or experience in data analysis an advantage, along with ability to understand and analyze data, as well as present findings to internal and external stakeholders.
- PST hours flexibility; ability and willingness to work shifts when required.
We offer a competitive salary range of $80,000 - $110,000 per annum, depending on experience, plus benefits and opportunities for growth and development.
Gen is an equal-opportunity employer, committed to creating an inclusive and accessible environment for all employees. We celebrate diversity and welcome applications from talented individuals from diverse cultures and backgrounds.
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