Call Center Technical Support Agent

About the role

This position provides technical service and support to end-users, working through automated call distribution software by remote connection or over the Internet. The agent handles customer inquiries, concerns and requests about products and services, and resolves hardware and software issues such as internet connectivity, CCTV and VOIP.

Key responsibilities

• Provide technical support to end-users via automated call distribution software, by phone, email or remote diagnostic tools
• Diagnose and resolve hardware and software issues including internet connectivity, CCTV and VOIP
• Research information using available resources and follow standard processes
• Identify and escalate priority issues according to client specifications and redirect problems to the right resources
• Record call transactions accurately in the designated tracking software and offer alternative solutions to retain customers
• Communicate verbally appropriately, follow up on calls and make scheduled callbacks
• Stay current with system information, changes and updates, and adapt to 7*24 shifts

Required profile

• Technical call center background in IT or CCTV (or ELV)
• Previous technical call center experience preferred
• Ability to handle pressure and stay calm while resolving key issues
• Adaptability to 7*24 shifts

Required skills

• Good spoken and written English; ability to speak in the local language
• Knowledge of French is an advantage but not mandatory
• Good communication skills