Job Title:
Italian Technical Support Advisor
Job Description
Are you passionate about tech? Thrive on solving problems? Do you love seeing customers satisfied? Then join our vibrant team as a Technical Support Advisor! You'll be the frontline superhero, tackling inquiries (from basic to brain-bending!) and ensuring seamless experiences in responding to basic/complex inquiries of a technical nature including hardware/software, or other designated client products.
As a Technical Support Advisor, you'll be our valued customers' first point of contact, ensuring their success with our products/services. You'll wear many hats – troubleshooting technical issues, providing clear guidance, and going the extra mile to delight users. You will play a critical role in ensuring customer satisfaction and driving positive brand experiences.
Essential Functions/Core Responsibilities
- Provide prompt and accurate technical support to customers via phone, email, and chat.
- Diagnose and troubleshoot basic to complex technical customer issues; including hardware, software, networking, or other designated client products
- Research and identify solutions to complex technical problems using knowledge base resources and escalation pathways.
- Document and escalate unresolved issues to higher-level support teams.
- Maintain detailed records of customer interactions and support activities.
- Proactively identify and address potential customer issues to prevent escalations.
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
- Serve as a resource to other support personnel
- Participate in ongoing training and development to stay abreast of the latest technology advancements.
- Collaborate effectively with internal teams (e.g., engineering, product development) to resolve technical problems and improve product usability.
- Maintain a professional and positive demeanor while interacting with customers, even in challenging situations.
- Participate in activities designed to improve customer satisfaction and business performance
Candidate Profile
- Fluent in Italian and English
- A High School Diploma and one year of relevant experience are preferred
- Tech sales experience is preferred
- Basic/Advanced '' depends on the program '' understanding of client technical systems.
- Ability to learn including strong problem-solving skills
- Exceptional communication and interpersonal skills, with the ability to effectively explain technical concepts to non-technical users.
- Proficient in written and verbal communication.
- Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
- Commitment to providing exceptional customer service.
- Courteous with a strong customer service orientation
- Achieve and maintain recognized and applicable technical certification(s)
- Able to rotate shifts, as needed
- Based on the program, additional experience/skills may be required
Our benefits
• Competitive salary
• A bright, modern, and exciting place to work, with excellent staff facilities
• Performance-related pay
• Voluntary Medical plan
• Transportation allowance
• Life insurance
• Annual reward and recognition events
• Holiday pay
• Access to training and development opportunities.
Career Framework Role
Each program requires a basic skill set and product-specific knowledge to perform routine tasks within simple processes. You will work with close supervision and clearly defined procedures. You are starting to demonstrate familiarity with client terminology, operating standards, and procedures—starter without sustained metric performance levels.
We offer a competitive compensation and benefits package, along with a vibrant and supportive work environment. Join us and be a part of a team that is passionate about making a difference in the lives of our customers and our community!
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic.
Location:
EGY Cairo - Building F16
Language Requirements:
Time Type:
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