Multilingual Technical Support Consultant
Há 3 dias
The primary function of this role is to deliver exceptional technical support and resolve client issues in a timely manner, ensuring seamless service execution.
- Key Responsibilities
- Manage transactions according to strict quality standards.
- Address incoming help requests from clients via phone or email with courtesy and professionalism.
- Accurately document end-user information, including name, department, contact details, and problem nature.
- Update availability in the productivity system for efficient workflow.
- Record, track, and document queries, problem-solving steps, and resolutions.
- Client Resolution Expertise
- Adhere to established processes to resolve client queries effectively.
- Resolve client queries according to SLAs defined in contracts.
- Utilize internal knowledge bases to aid in problem resolution.
- Analyze call logs to identify trends and prevent future problems.
- Maintain self-help documents to expedite resolution time.
- Customer Service Excellence
- Deliver outstanding customer service through effective diagnosis and troubleshooting.
- Provide product support and resolution by guiding users through step-by-step solutions.
- Troubleshoot client queries in a user-friendly and professional manner.
- Maintain accurate logs and records of customer queries according to standard procedures.
This role requires delivering superior customer service levels and maintaining operational excellence, fostering a positive experience for all clients.
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