advanced technical support
Sutherland Global Services - Egypt
Total years of experience :4 years, 9 Months
- Meet personal and team targets with solid performance
- Excellent communication skills that collaborates with team members to achieve goals - Good typing skills with 40+ words per minute in English
- Assisting customers through webchat, e-mail, inbound, and outbound calls
- Analyzing and solving technical issues to over satisfaction
- High-volume, high-quality work within deadline-intensive settings
Capable of explaining complicated telecommunications concepts to non-technical professionals
•Analyzing and solving telecommunications billing issues
•Able to deal with irate, and abusive callers
•Following up on ongoing customer cases and communicating progress to management and customer
•Complex problem solving via inbound and outbound calls
•Providing advice, information, and assistance to callers to ensure first contact resolution Informing client by explaining procedures: answers questions & provides information
•Following up customer calls when necessary
•Identifying and escalating issues to high level management
•Documenting & reporting all call information according to agreed standards
License) General English (12