CALL CENTER AGENT – INBOUND TECHNICAL SUPPORT

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Brief description

The position of call center agent (inbound technical support) consists of being the first line of contact for users with technical issues and providing hardware and software technical support.

Tasks

  • Alert supervisors when there is an absence of information in the Knowledge Base;
  • Analyze customer problems and research solutions using the Knowledge base software;
  • Assist less experienced representatives, as necessary;
  • Diagnose customer issues through process of elimination by asking probing questions;
  • Document issues appropriately based on existing guidelines;
  • Explain service contract provisions to dissatisfied customers;
  • Provide easily understood answers adapted to the customer situation;
  • Provide hardware and software technical support;
  • Receive inbound customer calls, chats and Email inquiries;
  • Suggest new content for knowledge base to increase customer self-service.

Qualifications and requirements

  • A college degree or equivalent;
  • Ability to give full attention to what other people are saying, and to actively look for ways to help people;
  • Ability to use logic and reason to identify the strengths and weaknesses of alternative solutions.

 

Competencies (in order of importance)

  • Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
  • Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
  • Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
  • Concern for Others — Job requires being sensitive to others‘ needs and feelings and being understanding and helpful on the job.
  • Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.

 

 

Lines of communication

  • Please Identify where the position fits within the hierarchy of your organization.

 

 

Working conditions

  • Please indicate if the position is full time or part time. Also list any unique working conditions (such as working hours) that the candidate should know about.