Advisor II, Technical Support - Bilingual

Description

The Advisor II, Technical Support responds to basic to complex inquiries of a technical nature including hardware / software, or other designated client products. This position assists external / internal users of the client's technical products or services by answering questions and solving problems involved in their use.

Essential Functions / Core Responsibilities

• Assist external / internal users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
• Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products
• Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
• Serve as a resource to other support personnel
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Clarify customer requirements; probe for understanding
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Log all incoming calls and accurately complete case notes in the call tracking database

Candidate Profile

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program / product specific knowledge.  Works with close supervision and clearly defined procedures.  Starting to demonstrate familiarity with client terminology, operating standards and procedures.  Starter without sustained metric performance levels .

Supplemental Geographical Information

RECRUITER ENTER THE APPLICABLE LANGUAGE :

GERMANY - This job description does not apply to employees in Germany.

PHILIPPINES

INDIA

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location : CAN, Belleville, ON

Language Requirements :

French (Required)

Time Type : Full time