Technical Call Center Specialist

Technical Call Center Specialist We are looking for an energetic, results-driven Technical Call Center Specialist who will be responsible for recording, administering and managing incoming customer issues, queries and complaints, striving for customer satisfaction at all times through professional expertise. Responsibilities: • Guarantee timely, complete resolution of problems reported by clients via telephone or email support, by delivering parts and/or scheduling on-site visits by Technical Engineers • Handle support requests originating from clients and transfer the necessary parts order to the back office • Guarantee customer satisfaction through professional technical assistance standards in terms of costs, service quality and speed • Guarantee product data collection from the market • Manage the collection of feedback data related to products • Proactively support CATs in order to keep support costs down • Effectively record and manage incoming cases (technical issues and queries) and customer complaints • Act as the first-line for troubleshooting and timely escalation to meet customer SLA’s

Responsibilities: • Guarantee timely, complete resolution of problems reported by clients via telephone or email support, by delivering parts and/or scheduling on-site visits by Technical Engineers • Handle support requests originating from clients and transfer the necessary parts order to the back office • Guarantee customer satisfaction through professional technical assistance standards in terms of costs, service quality and speed • Guarantee product data collection from the market • Manage the collection of feedback data related to products • Proactively support CATs in order to keep support costs down • Effectively record and manage incoming cases (technical issues and queries) and customer complaints • Act as the first-line for troubleshooting and timely escalation to meet customer SLA’s Requirements: • 1-3 years’ experience in a call center environment or in a customer service support role • High School Diploma or bachelor’s degree. • Strong phone and verbal communication skills along with active listening skills • Knowledge of customer service practices and principles • Familiarity with CRM systems • Ability to multi-task, set priorities and manage time effectively