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Deliver technical assistance based on instruction and pre-established guidelines: o Ability to follow proper procedures and work within established guidelines o Ability to detect underlying issues o Ability to troubleshoot technical failures o Ability to distinguish among data provided and identify relevant information Provide Technical Consultation and Experience o Ability to “think outside the box” to provide consult to customers on features and benefits of the product both Software and Hardware related o Provide a world class experience Ability to work in a time critical environment o Ability to prioritize daily tasks, prepare personal schedule and monitor/adjust to complete tasks o Ability to handle incoming inquiries effectively and efficiently o 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 o Ability to summarize/paraphrase information o 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 o Demonstrates understanding and commitment to protecting customers privacy and information o Word processing skills, able to type 25 WPM Develop Expertise in assigned software and hardware Line of Business (LOB) o Successfully complete training activities to maintain technical expertise, and to broaden product knowledge o Ability to follow effectively the applicable policies and workflow processes to resolve customer inquiries o Ability to be flexible and quickly adapt to changing business needs and processes Deliver Individual Performance based on Metrics and Related Targets o Achieve and maintain to a performance standard, including but not limited to: average handle time, resolution, and customer satisfaction o Participate in coaching and demonstrate commitment to personal improvement o Ensure data integrity, accuracy, and timeliness o Perform services consistent with quality standards and procedures based on training and coaching received o Maintain acceptable level of productivity and timeliness. Technical Expertise o Knowledge of and experience with various PC Operating Systems (Win XP, Win 7, etc.) o Knowledge and experience with Microsoft office o Knowledge of and experience with gaming consoles or PC gaming systems o Ability to navigate the internet and use search engines to find information o Ability to utilize phone system as required o Experience utilizing, configuring, and troubleshooting the TCP/IP protocol in multiple environments


o Ability to probe for underlying issues and pose critical questions o Ability to search and retrieve data from various databases; and to multitask with multiple applications during a phone call o Ability to recognize and respond to customer needs and demonstrate sincere commitment to resolving customer needs o Ability to employ a high level of interpersonal and communication skills to move beyond customer frustrations to solve customer problems o Ability to employ patience and self-control in handling irate customers

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