Overview The Technical Support Specialist provides timely support to customers through available communication channels (email and chat)
Qualifications Education background: • Bachelor's Degree or at least Diploma or equivalent in any discipline.
• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension)
Work experience:
• Minimum of 6 months work experience in customer support in any industry.
• Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field
• Call centre experience is not a 'must' but would be a distinct advantage
Required Interpersonal Skills: • Must be tech savvy and interested in the customer's products and platform features
• Ability to meet sales targets, while providing a stellar customer experience
• Strong capability of transitioning support calls to solutioning sales opportunities
• Proven ability to promote and build extraordinary customer rapport
• Multitasking and computer navigation abilities
• Ability to take complete ownership of customer issues and provide top tier service while resolving the issue before ending the call
• Coachable, learner mindset, ability to take feedback and proactively apply it to improve results
• Self-driven to achieve targets and deliver superior service
• Must be able to speak, read and write the required language to support Preferred requirements:
• 3+ years sales experience in a consultative selling role
• Solid understanding of client products/services
• Experience in B2B consultative sales, relationship building and using CRM systems
• Experience owning and/or operating a small and/or midsize business (SMB).
• 1+ years' experience in a commission, bonus, and/or metrics-driven environment
Technical Skills:
• Minimum typing speed of 40wpm with a 90% accuracy score.
• Computer literate and fully conversant in Microsoft Windows and Microsoft Office
• Experience in Customer Support / Technical Support will be added advantage
• Have basic understanding on HTML and Java will be added advantage.
Responsibilities • Field inbound calls and exhibit the correct sales and customer experience behaviors throughout the entire interaction
• Take a consultative approach to uncovering needs and forming solutions of new products and services that will help their businesses succeed
• Offer resolution within our scope of support (SOS), providing direction for third party resolution or consultation regarding a paid solution, as appropriate
• Troubleshoot client products as needed to resolve each call the first time
• Meet metrics such as First Call Resolution, Conversion Rates, Net Promoter Score, and New Sales
• Demonstrate extraordinary interpersonal skills and the ability to thrive, multi-task, and prioritize in a high-volume, dynamic environment