「CLOSED」IT Technical Support – KL (Ref ID: 11473)

・Assist external users of the client’s technical products or services; identify, investigate, research and provide resolution to user questions and problems
・Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
・Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
・Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
・Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
・Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
・Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
・Clarify customer requirements; probe for understanding
・Prepare complete and accurate work including appropriately notating accounts as required
・Participate in activities designed to improve customer satisfaction and business performance