The Technical Support Representative will play a crucial role in providing technical assistance and support to customers with a primary focus on technical and billing inquiries. This role involves troubleshooting. Technical issues, ensuring customer satisfaction, and effectively communicating with both technical and non-technical customers.
Responsibilities:
- Serve as the primary point of contact between the company and its customers, delivering exceptional service through various communication channels including voice calls, chat, email, and others.
- Record and document customer inquiries and complaints accurately and thoroughly.
- Utilize a combination of technical expertise and problem-solving skills to guide customers through diagnostic and troubleshooting procedures, resolving issues efficiently.
- Document all relevant information about customer inquiries and complaints, including root causes and resolutions.
- Collaborate with other teams to escalate and resolve complex customer issues as needed, ensuring timely resolution and customer satisfaction.
- Proactively communicate with customers to provide updates on issue resolution progress and gather any additional information required.
- Stay updated on industry trends and technological advancements to continuously improve service delivery.
Exceptional verbal and written communication skills in English, with the ability to articulate technical concepts clearly and effectively. Strong interpersonal skills and a customer-centric approach, with the ability to maintain professionalism and a positive attitude in all interactions. Proficiency in explaining technical issues to both technical and non-technical audiences. Analytical mindset with strong problem-solving abilities, capable of diagnosing and resolving technical issues efficiently. Familiarity with a range of computer hardware and software, with the ability to quickly learn and adapt to new technologies. Thorough understanding of internet technologies and applications, including troubleshooting methods. Experience with trouble ticketing systems and the role of customer care agent is preferred. Additional Requirements: Bachelor’s degree in a relevant field or equivalent work experience. Previous experience in technical support or customer service roles are advantageous. Relevant certifications in customer support or technical fields are a plus. Preferable Cairo/New Cairo Residents.