Technical Support Agent Specialist
2 days ago
We are seeking highly skilled and motivated individuals to join our eClerx Outbound Voice Team as Technical Support Agents. In this role, you will be responsible for making outbound calls to customers who have reported technical issues with our products or services.
Key Responsibilities:
- Make outbound calls to customers to address reported technical issues and provide timely solutions to resolve them effectively.
- Listen actively to customers' concerns, diagnose the root cause of the problem, and provide clear instructions on troubleshooting steps.
- Guide customers through troubleshooting processes, ensuring they understand each step, and utilize various tools and resources to identify and resolve technical issues efficiently.
- Document all interactions and resolutions accurately in the customer database.
- Escalaate unresolved issues to appropriate internal/external teams for further investigation.
- Follow up to ensure that customers' technical issues have been fully resolved and they are satisfied with the outcome.
Requirements:
- Excellent communication skills, both verbal and written, with a strong focus on empathy and patience.
- Strong problem-solving abilities, attention to detail, and technical aptitude.
- Ability to remain calm and composed when dealing with frustrated customers.
- Previous experience in a technical support or customer service role is preferred, with a proven track record of success.
- Familiarity with CRM software and call center technology is a plus.
Compensation: The estimated salary range for this position is between $45,000 - $65,000 per year, depending on experience and qualifications.
About eClerx
eClerx is a leading business process outsourcing company that provides innovative solutions to its clients. We are committed to delivering exceptional service and quality to our customers.
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