Technical Support Representative
Acquire BPO
- República Dominicana
- Permanente
- Tiempo completo
Reporting to: Team LeadWe’re an award-winning business outsourcer providing offshore and onshore staffing solutions that are Safe, Flexible, and Innovative for our global clients.NexGen Agency is a fun, fast-paced provider of multi-channel white-glove call center services. Our team consists of friendly, hard-working, big-thinking people who care about providing stellar customer experiences! As a Tech Agent, you would represent our company by being responsible, punctual, and motivated to go above and beyond the call of duty. You must also be highly detail-oriented and organized with good problem-solving abilities. It is also important that you display excellent verbal, written communication, and interpersonal skills.As an Acquire BPO employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining customer relationships. You’re also responsible for complying with and enforcing procedures aligned with our information security policies.As a values-led organization, we expect all our team members to exemplify our four values of Collaboration, Impact, Passion, and Transparency.A SNAPSHOT OF YOUR ROLEAs Technical Support, your day could see you:
- Answer inbound calls from customers (or potential customers) who have questions and/or need help with consumer electronics, help with troubleshooting, warranty matters, and general tech related questions (ex: “How do I connect my camera”)
- Identify and escalate priority issues to next-level support when appropriate.
- Gather and record customer information, concerns, and action taken to assist the customer in our CRM system.
- Utilize the knowledge base system for product and policy information needed to resolve customer issues and questions.
- Constantly continue to learn new technology in the consumer home and business digital security market, keep up with what’s new!
- Act as an advocate for our customers and be empathetic in all customer interactions.
- Provide extraordinary tech and customer service to our customers via phone, email, or chat.
- Answer questions about our products and services.
- Must be always professional and courteous with a tech twist.
- High school diploma or higher education qualifications.
- 1+ years of customer service experience (experience within tech support, security cameras, applications preferred).
- Must be able to write and communicate effectively in English and Spanish
- Reliable, punctual attendance is an essential function of the position.
- Problem-solving and critical thinking skills.
- Great multi-tasking skills.
- Prioritize and effectively manage time.
- Positive attitude and excellent interpersonal skills.
- Good judgment and independent decision-making.
- Work effectively with windows-based computer systems.
- Effectively interact in a professional and courteous manner with customers.
- Demonstrate initiative and interest in self-development.
- Flexibility is needed.
- High customer satisfaction.
- Achievement of pre-defined KPIs and SLAs.
- Excellent feedback from customers.
- Collaboration: Brilliant jerks can be brilliant elsewhere.
- Impact: Do, get it done, create impact.
- Passion: Be positive, bring passion and energy.
- Transparency: A transparent team can help each with other.