Call Center Technical Support

Responsibilities: • Deliver technical service and support to end-users. This would be done using and operating automated call distribution phone software, via remote connection or over the Internet • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services. This would be done using phone, email or remote diagnostic tools • Diagnose and resolve technical hardware and software issues involving internet connectivity, CCTV, • VOIP and more. This would be done using phone, email or remote diagnostic tools • Research required information using available resources • Follow standard processes and procedures • Identify and escalate priority issues per Client specifications • Redirect problems to appropriate resource • Accurately process and record call transactions using a computer and designated tracking software • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business • Organize ideas and communicate verbal messages appropriate to listeners and situations • Follow up and make scheduled call backs to customers where necessary • Stay current with system information, changes and updates • Adapt to 7*24 shift

Requirements: • Should have Technical Call Center background in IT OR CCTV (or ELV) • Good communication skills and ability to speak in the local language • MUST BE Good in Spoken and Written English • Knowledge of French is an advantage but not mandatory • Should be able to handle pressure and maintain calm nature with the aim to resolve key issue • Previous Technical Call Center Experience is preferred