Technical Support Agent III
Our Application Support team is responsible for delivering exceptional customer service on the telephone, via email, and on social media. You will need to have the ability to work in a fast-moving environment, build rapport and be able to deal with a wide range of inquiries for our customers and distributors. At the same time, you need to have great attention to detail to make sure we get it right the first time for our customers.
- Advanced English Speaker. Fluent in verbal and written English. High Proficiency level (85 %>)
- A strong technical understanding of the internet, networking, and computers is needed.
- Experience in Jira tool (desired)
- Computer literate, with experience working with CRM tools, such as Salesforce.com, and productivity tools MS Office (desired).
- “Passionate about technology”
- Excellent analytical and problem-solving skills.
- Outstanding and proactive communication skills (listening, inquiring about relevant information leading to efficient problem solving).
- Effectively resolve incoming inquiries meeting the different key performance indicators. Ask the right probing questions in a timely manner, to gather all relevant details to understand correctly what the requestor needs; then perform effective research, using different resources at his disposal, and finally, provide an effective and comprehensive answer that should meet the requester’s expectations.
- Identify, analyze, troubleshoot, and solve application issues, installation, access, features, and connection issues.
- Provide adequate follow-up to each case, to ensure that the information provided meets the customer’s expectations. And proactively, find opportunities to offer additional information or insight, when needed.
- Strive for a first-time resolution to all inquiries via call, email, and social media
- Support CRM, quality, and incident management together with other administrative tasks.
- Temporary Work at home.
- Employee Association.
- Educational Reimbursement.
- Refer a Friend Bonus.
- SYKES Tech Academy.
- Growth Opportunities.
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