Ensure that all customer inquiries and issues are logged and solved correctly and in a prompt and professional manner.
Follow up task escalated by team and Supervisors
Talk to the customer, when fellow team member needs immediate assistance.
Act as a mentor and provide oversight, coaching, and training to technical support agents.
Monitor call queues, agent’s queue time, and agent’s daily throughput.
Conduct periodic knowledge sharing sessions to reduce errors to improve efficiency.
Handle escalated issues by utilizing problem solving skills and communication skills to effectively resolve more than 95% of customer inquiries in a timely manner.
Coach and train support personnel in processing inbound calls from customers while maintaining a high-level of customer satisfaction and exceeding department goals during peak call volumes.
Resolve and provide guidance to agents for escalated technical issues
Participate in team meetings for escalated issues to provide faster resolution
Conduct team huddle on weekly basis
Record and track team SLAs and workflows
On-board new technical support team members
Work to create any relevant support material for the team
Review all technical support related processes and documentation for continuous improvement
Job Specification
Number of Vacancy(ies): 1
Qualification: Bachelors in IT or Engineering
Experience: Experience in similar field for 1 year
Contract of Employment: Full-time
Job Location: Jawalakhel
Skills and Knowledge:
Able to build effective working relationships with a variety of people at all levels
Conflict resolution skills
Tactful and diplomatic
Creative/solution focused
Customer focused
Passion for care, curious to listen and empathetic in nature.
Active Communicator
Enthusiastic and Problem Solver
Ability to work as part of a team to achieve individual and team results
