Technical Support (International Voice)

Responsibilities:

• International Voice Support: Handle inbound calls from international customers experiencing technical issues with products, software, or services.
• Technical Troubleshooting: Diagnose, analyze, and resolve technical problems across various domains, including (but not limited to) operating systems (Windows, macOS), software applications, hardware peripherals, network connectivity (Wi-Fi, LAN), mobile devices, and specific product functionalities.
• Problem Resolution: Guide customers through step-by-step solutions, provide workarounds, and explain technical concepts clearly to non-technical users. Aim for first-call resolution (FCR) wherever possible.
• Active Listening & Communication: Listen attentively to customer descriptions of issues, ask probing questions to gather necessary information, and communicate solutions clearly, patiently, and professionally, adapting to different accents and communication styles.
• Documentation: Accurately and thoroughly document all customer interactions, troubleshooting steps, and resolutions in the CRM or ticketing system, ensuring all required fields are completed.
• Escalation Management: Identify and escalate complex, unresolved, or critical issues to higher-level technical support teams or engineering, providing detailed problem descriptions and troubleshooting performed.
• Product & System Knowledge: Maintain expert-level knowledge of supported products, services, technical procedures, and relevant systems. Continuously update knowledge base with new solutions.
• Quality & Compliance: Adhere to all call quality standards, company policies, security protocols, and data privacy regulations (e.g., GDPR, HIPAA if applicable for international clients).
• Performance Metrics: Consistently meet or exceed individual and team performance metrics, including Average Handling Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), and quality scores.