Technical Support Specialist
Teleperformance
Total years of experience :10 years, 6 Months
Technical support providing first class technical support to UAE & Middle East Customers who has technical issues with their computers, laptops, and mobile phones.
Duties;
Technical and troubleshooting skills guiding the customer to resolution for technical quires.
Excellent handling skills handling customer’s complaints and giving the most efficient resolution.
Soft skills to improve the quality of the service.
To provide feedback on a daily basis to the Team Manager new emerging issues that have been discovered.
Enteral delegate to team manager.
Responsible training and preparing existing and new employees to measure up with company quality of service. On loan with Learning & development, and internal training within the operations
Duties;
Designed effective training programs for both new and existing call center employees.
Provided ongoing training regarding customer service skills.
Provided training on how to use the equipment and the proper scripts to use.
Evaluated workplaces to assess needed personality traits and skills to make the organization work better.
Provided assessments to workers and designed training programs to address identified issues
Completed presentations to help train workers in improving skill set areas.
Wrote and submitted reports.
Responsible for hiring, training and supervising Call Center staff to ensure that productivity goals are achieved and deadlines met.
Duties;
Conduct the needed brief to the agents on any new process, products, services, updates or promotions.
Providing leadership, management and guidance to all Call Center staff.
Coach, Motivate, recognize and take action with the call center agent to ensure the delivery of the best customer experience.
Conducting staff performance reviews.
Conduct one 2 one & monthly meetings with the agents to ensure that all KPS are achieved, develop the agents performance and set action plan.
Putting together daily performance reports for senior managers.
Troubleshooting any operational problems.
Front line technical support advisor providing first class customer service experience to UK Customer who has technical issues with their phones.
Duties;
Technical and troubleshooting skills guiding the customer to resolution for technical quires.
Excellent handling skills handling customer’s complaints and giving the most efficient resolution.
Soft skills to improve the quality of the service.
To provide feedback on a daily basis to the Team Manager new emerging issues that have been discovered.
Enteral delegate to team manager.