Descripción del puesto

Prodapt is seeking a highly motivated Technical Support agent with 1-3 years of experience in tech support processes with customer service background to join our dynamic team. The ideal candidate will be responsible for providing exceptional assistance to our customers, ensuring their issues are resolved efficiently and effectively while maintaining high standards of quality service.

Requisitos

• Technical Troubleshooting:

  • Provide support for software installation, PC security, and operating system issues.
  • Troubleshoot user account and email management issues.
  • Address networking and connectivity problems, ensuring customers can maintain seamless operations.

• Case Management:

  • Manage support tickets in compliance with Service Level Agreements (SLAs), ensuring timely and accurate resolutions.
  • Maintain detailed documentation of troubleshooting steps, potential solutions, and outcomes for reference.

• Customer Interaction:

  • Demonstrate excellent communication skills when managing customer escalations.
  • Exhibit patience and flexibility in addressing customer concerns, ensuring a positive support experience.
  • Conduct root cause analysis to understand and resolve underlying issues effectively.

• Collaboration:

  • Work cross-functionally with advanced technical support teams to manage escalation mailboxes.
  • Collaborate with team members to ensure timely responses and resolution of complex issues.

• Performance Metrics:

  • Maintain awareness of Contact Center KPIs and contribute to achieving team goals.
  • Provide feedback on process improvements to enhance service delivery.