Responsibilities:

• Provide product and service information, resolve customer inquiries and concerns, and respond to requests via phone, email or remote diagnostic tools.
• Follow up and make scheduled call backs to customers as required.
• Diagnose and resolve technical hardware and software issues involving internet connectivity, CCTV, VOIP and other related systems via phone, email or remote diagnostic tools.
• Deliver technical support to end-users by operating call distribution phone software, remote connection or over the Internet.
• Conduct research using available resources to resolve technical issues.
• Follow standard processes and procedures to ensure customer satisfaction.
• Accurately process and record call transactions using a computer and designated tracking software.
• Identify and escalate priority issues per Client specifications.
• Redirect problems to the appropriate resource when necessary.
• Offer alternative solutions where appropriate to retain customers and clients’ business.
• Communicate effectively to different audiences and in various situations.
• Stay current with system information, changes, and updates.
• Adapt to work 7*24 shifts.

Qualifications:

• Excellent communication skills and ability to speak the local language.
• Fluent in spoken and written English.
• Previous technical call center experience preferred.
• Experience in IT or CCTV (or ELV) technical support is highly desirable.
• Knowledge of French is an advantage, but not mandatory.
• Able to work well under pressure while maintaining a calm demeanor to resolve key issues.