Technical Support/Customer Care Representative

4 days ago

Heliopolis, Cairo, Egypt Fixed Solutions Full time

The Technical Support Representative will play a crucial role in providing technical assistance and support to customers with a primary focus on technical and billing inquiries. This role involves troubleshooting. Technical issues, ensuring customer satisfaction, and effectively communicating with both technical and non-technical customers.

Responsibilities:

  • Serve as the primary point of contact between the company and its customers, delivering exceptional service through various communication channels including voice calls, chat, email, and others.
  • Record and document customer inquiries and complaints accurately and thoroughly.
  • Utilize a combination of technical expertise and problem-solving skills to guide customers through diagnostic and troubleshooting procedures, resolving issues efficiently.
  • Document all relevant information about customer inquiries and complaints, including root causes and resolutions.
  • Collaborate with other teams to escalate and resolve complex customer issues as needed, ensuring timely resolution and customer satisfaction.
  • Proactively communicate with customers to provide updates on issue resolution progress and gather any additional information required.
  • Stay updated on industry trends and technological advancements to continuously improve service delivery.

Requirements:

  • Exceptional verbal and written communication skills in English, with the ability to articulate technical concepts clearly and effectively.
  • Strong interpersonal skills and a customer-centric approach, with the ability to maintain professionalism and a positive attitude in all interactions.
  • Proficiency in explaining technical issues to both technical and non-technical audiences.
  • Analytical mindset with strong problem-solving abilities, capable of diagnosing and resolving technical issues efficiently.
  • Familiarity with a range of computer hardware and software, with the ability to quickly learn and adapt to new technologies.
  • Thorough understanding of internet technologies and applications, including troubleshooting methods.
  • Experience with trouble ticketing systems and the role of customer care agent is preferred.

Additional Requirements:

  • Bachelor's degree in a relevant field or equivalent work experience.
  • Previous experience in technical support or customer service roles are advantageous.
  • Relevant certifications in customer support or technical fields are a plus.
  • Preferable Cairo Residents.

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