Technical Customer Support Advisor Arabic&English

Webhelp TR

TECHNICAL CUSTOMER SUPPORT ADVISOR ARABIC & ENGLISH

Education, experience includes:

• 2 or 4 Years Degree University Diploma or equivalent
• Excellent customer service Skills
• Strong written, verbal and organizational skills
• Passion for customer care
• User-level knowledge of computer technology, personal computer or other devices related to
• products developed by Client
• Written and verbal fluency in ARABIC and ENGLISH
• Advisor must possess sufficient skills to allow them to understand all training materials, including technical terminology in English in both written and verbal format

Competencies include: 

• Motivated, upbeat individual
• Able to work independently
• Excellent interpersonal and teamwork skills
• Strong multitasking skills
• Strong keyboarding skills
• Strong Active listening skills
• Ability to work in dynamic situations
• Ability to work toward a goal
• Ability to accurately paraphrase conversation
• Ability to identify solutions based on written procedures, guidelines, and process tools
• Takes passionate ownership for customer issues
• Ability to communicate with the customer in an empathetic fashion
• Ability to negotiate with customer on various solutions
• Ability to diffuse an angry customer through effective customer skills
• Positive attitude emphasizing tact and diplomacy
• Ability to listen and identify root problems
• Outstanding verbal and written communication

İŞ TANIMI

• Work conditions shift patterns including weekends
• Responsible for handling technical-support and support related questions for Client customer and partners
• The candidate shall provide prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer
• Responsible for ensuring contact resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction
• Accurately logging all interactions via Client’s Contact Management System
• Achieve call center metrics as defined by the Supplier
• Recognize and adjust support approach to accommodate all levels of customer’s experience
• Educate customers on support options, and the steps being taken to resolve the issue, including online tutorials, in-store programs and help applications built into the programs
• Communicate positively with team members, customers, and other partners
• Escalate issues to the appropriate department according to Client’s Procedures
• Assist the customer in resolving their service related issue according to Client’s documented procedures and processes.