Vacancy details

JOB TITLE: Technical Support Advisor

REPORTS TO: Account Supervisor  

1.                PURPOSE OF JOB

As Technical Support advisor, you will answer incoming calls from customers, respond to inquiries, manage complaints, troubleshoot devices technical issues, and provide general information. You will also inform customers of the product terms and features and project a professional company image through voice and online interactions.

2.         Key Responsibilities 

• Answer incoming calls and respond to customer’s emails
• Management and resolve customer complaints
• identify and escalate issues to supervisors
• Provide product and service information to customers
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable software
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Adhering to defined procedures, standards and performance expectations

3.           CORE COMPETENCIES

Focus on customer  

·        Accurately identifies customer requirements, expectations, and needs 

·        Follow up with customers to ensure problems are solved

Build Collaborative Relationships

·        Build relationships with people across a variety of functions within the organization

·        Relate to others in an accepting and respectful manner regardless of their organizational level, personality or background  

4.EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED

Skills Required

·        Fluency in the (English) Language

·        Good understanding of English

·        English level C1

5.            SECURITY COMPLIANCE

Employees are required to maintain compliance with SYKES safety, security, and privacy programs.  Responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.

6.            ETHICS COMPLIANCE

SYKES is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies.  Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to SYKES policies on ethics and integrity