Technical support
OSN
Total des années d'expérience :4 years, 3 Mois
• Answer all calls related to technical issues and support customers in solving their
Problems.
• Dealing with customer inquiries by telephone, email, letter or face to face.
• Finding appropriate solutions for customer problems by using the suitable trouble
Shooting.
• Answering any questions related to new offers products and services.
• Able to handle general problem cases.
• Adhere to contact center standards, KPI's, rules and performance.
• Greet transfer and hold calls.
• Build reports, listen, clarify and manage conversational flow.
• Manage upset customers, conflicts and challenging situations.
• Coaching.
- Acting support inbound team head for 3 months:
• Review monthly performance.
• Calls evaluation.
• Solve agent’s issues.
• Support and encourage agents
• Enter products to the system.
• Describe the products, validation and verification.
• Test the website and identify any technical problems.
• Publish the items online.