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Stream Global Services

Part-time & Full-time English Technical Support- Jan & Feb 2013

Stream Global Services

  • Dublin North
  • See description
  • Fixed term contract
  • Updated 11/01/2013
  • Zara Duffy Finn
this job is expired
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Description

Part time work

 

Position:  Technical Support
Department:  Operations     


SUMMARY.  This position is responsible for providing problem resolution and world class customer experiences for incoming service inquiries which are basic or routine.  May answer inquiries, solve problems, and perform limited troubleshooting using provided scripting and published materials.
 
 
Preferred Competencies
 Responsibilities
 
Gather and analyze customer input:
 ◦Ability to probe for underlying issues and pose critical questions
◦Ability to search and retrieve data from various databases; and to multitask with multiple applications during a phone call
 
Provide exceptional customer experience:
 ◦Ability to recognize and respond to customer needs and demonstrate sincere commitment to resolving customer needs
◦Ability to employ a high level of interpersonal and communication skills to move beyond customer frustrations to solve customer problems
◦Ability to employ patience and self-control in handling irate customers
 
Deliver technical assistance based on instruction and pre-established guidelines:
 ◦Ability to follow proper procedures and work within established guidelines
◦Ability to detect underlying issues
◦Ability to troubleshoot technical failures
◦Ability to distinguish among data provided and identify relevant information
 
Provide Technical Consultation and Experience
 ◦Ability to “think outside the box” to provide consult to customers on features and benefits of the product both Software and Hardware related
◦Provide a world class experience
 
Ability to work in a time critical environment
 ◦Ability to prioritize daily tasks, prepare personal schedule and monitor/adjust to complete tasks
◦Ability to handle incoming inquiries effectively and efficiently
◦Ability to log all incoming calls and accurately complete case notes in the call tracking database
 
Verbal and written communication skills to analyze, interpret and address customer needs
 ◦Ability to summarize/paraphrase information
◦Ability to explain concepts and present technical information clearly; identify the level of technical knowledge of the customer and adjust technical communications to solve customer need
◦Demonstrates understanding and commitment to protecting customers privacy and information
◦Word processing skills, able to type 25 WPM
 
Develop Expertise in assigned software and hardware Line of Business (LOB)
 ◦Successfully complete training activities to maintain technical expertise, and to broaden product knowledge
◦Ability to follow effectively the applicable policies and workflow processes to resolve customer inquiries
◦Ability to be flexible and quickly adapt to changing business needs and processes
 
Deliver Individual Performance based on Metrics and Related Targets
 ◦Achieve and maintain to a performance standard, including but not limited to:  average handle time, resolution, and customer satisfaction
◦Participate in coaching and demonstrate commitment to personal improvement
◦Ensure data integrity, accuracy, and timeliness
◦Perform services consistent with quality standards and procedures based on training and coaching received
◦Maintain acceptable level of productivity and timeliness.
 
Technical Expertise
 ◦Knowledge of and experience with various PC Operating Systems (Win XP, Win 7, etc.)
◦Knowledge and experience with Microsoft office
◦Knowledge of and experience with gaming consoles or PC gaming systems
◦Ability to navigate the internet and use search engines to find information
◦Ability to utilize phone system as required
◦Experience utilizing, configuring, and troubleshooting the TCP/IP protocol in multiple environments

 

Ref: PTSurface
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Stream Global Services

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