Sr Associate

Outpace Consulting Services is recruiting for Sr Associate : Customer Service : Voice and Non Voice. This role is focused on providing comprehensive technical assistance to customers, troubleshooting a wide range of issues, and ensuring exceptional customer satisfaction. You will be the first point of contact for customer inquiries, diagnosing problems, and offering effective solutions across various communication channels. This position requires a strong blend of technical acumen, problem-solving abilities, and excellent customer service skills.

Key Responsibilities:

• Customer Interaction: Respond to customer inquiries and provide technical assistance via phone, email, chat, or other designated channels.
• Troubleshooting & Diagnosis: Diagnose and resolve technical issues related to software, hardware, network connectivity, and other system problems.
• Problem Resolution: Identify the root cause of technical problems and implement effective, lasting solutions.
• Documentation: Accurately log and track all customer interactions, reported issues, and their resolutions within the designated systems.
• Escalation Management: Identify and escalate complex or unresolved issues to more experienced technicians or management in a timely manner.
• Customer Satisfaction: Ensure a high level of customer satisfaction by providing clear, concise, and empathetic support.
• Technical Learning: Continuously learn and adapt to new technologies, products, and evolving customer needs.
• Collaboration: Work effectively with other support team members and internal departments to achieve collective goals.

Required Skills & Qualifications:

• Technical Skills: Proficiency in computer systems, common software applications, and basic hardware components.
• Customer Service Skills: Demonstrated empathy, patience, and the ability to communicate effectively and professionally with customers, often in challenging situations.
• Problem-Solving Skills: Strong analytical abilities to diagnose problems, identify root causes, and devise practical solutions.
• Communication Skills: Excellent verbal and written communication to convey technical information clearly and concisely to non-technical users.
• Documentation: Ability to create and maintain accurate technical documentation.
• Installation & Configuration: Basic experience or understanding of installing and configuring software and hardware.
• Time Management: Ability to manage multiple tasks, prioritize work effectively, and perform under pressure.
• Teamwork: Proven ability to collaborate effectively with team members and internal departments.