Technical Support Representative/Call Center Agent
Telus International
مجموع سنوات الخبرة :3 years, 2 أشهر
•performs tasks under general supervision, in a 24/7 in-bound call center environment.
•provides technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions.
•Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues.
•Providing support by clearly communicating technical solutions in a user-friendly, professional manner.
•Performs related work as required.
• answers incoming customer calls and provide assistance for connectivity issues, email issue and anti virus issue
•email creation, physical line signal testing, modem/filter set-up, plus email, browser, and modem troubleshooting
•interacts and coordinates with other departments to resolve customer issues
•determine further action or final completion on customer cases received.
•upsells additional products or services
•tests, analyzes and clears customer reported trouble
•makes notations via computer terminal
•prepares reports and process paperwork
interpret customer records and repair tickets
escallate customer trouble issues when appropriate
- Conducts Research Related to improvement of agriculture of the local farmers
-handles and protects confidential and sensitive data
-manage data collection projects by meeting paper and electronic mailing deadlines
-Assissts in the design, execution and evaluation of research projects
-Conducts surveys and research to determine new technology for future aquisition anf implementation
-Performs other tasks assigned from time to time