IBEX Global

Technical Support Agent

Location JM-Greater Portmore, St. Catherine
ID 2021-2547
Job Family
Operations
Employment Status
Regular

Overview

This vital position for our Home Security Client requires an action-oriented, flexible problem-solver who will assist our customers with customer service and troubleshooting solutions. Associates communicate with customers primarily through phone while utilizing a variety of software tools. If you are self-motivated and passionate about finding

Out-of-the-box solutions when things get tricky, this role may be the right fit for you!

Responsibilities

Responsibilities:

  • Provide excellent customer support to ensure their service and devices are operational
  • Analyze, isolate, research, and effortlessly explain step by step technical troubleshooting solutions related to software or hardware to provide a resolution and ensure our products are operating as designed
  • Effectively communicate with customers while documenting conversations, exchanges, or sessions into multiple systems
  • Demonstrate interpersonal skills with a diverse customer base
  • Successfully translate complex technical information/instructions into a simple language that would ensure seamless troubleshooting
  • Demonstrate problem-solving, conflict resolution, negotiation, and de-escalation skills
  • Successfully champion customer obsession by recommending additional product needs to improve device performance and customer safety
  • Maintain regular and reliable attendance, including the daily schedule as assigned

Qualifications

Required Qualifications:

  • 1 or more years of proven experience in solving complex challenges
  • Experience with multi-tasking in a high-energy environment (i.e. previous call center experience)
  • Ability to commit to the full training schedule 
  • Flexibility – Must be able to work any assigned shift and overtime as needed, most often occurring in the weeks surrounding holidays and promotional events.
  • Ability to compose grammatically correct, concise, and accurate verbal and written responses as well as notations
  • Ability to maintain composure and customer focus while troubleshooting and solving technical issues

Preferred (not mandatory) Qualifications:

  • 2+ years of technical support experience (preferred)
  • Analytical problem solving within a call center environment
  • In-depth knowledge of Wi-Fi technologies (devices/connectivity)
  • Technically inclined with a drive to challenge existing processes and innovate
  • Ability to concentrate and follow customers’ issues without distraction and render a resolution

Education:

  • 3+ CXC/GCE O’ level Passes or equivalent qualification - (Preferred)

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