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Technical Product Support Associate
2 days ago
**Summary**:
Associate is responsible for Product Support to customers within the call centre and support
desk environment. Associates are required to utilize the call centre management system and
externally of the organization. Product Support Associates must maintain the highest
standards of product knowledge as well as proficiency in written and verbal communications
with customers. Customer etiquette, diligence and responsibility to take ownership of support
enquiries is of the highest importance to the organization.
**Education**:
- High School Diploma
**Skills/Experience required**:
- Call Centre experience is essential
- Experience with Electronic products like Android and Apple
- Must be detail-oriented and have the ability to work proactively and effectively with** **mínimal supervision
- Computer literate general operational knowledge of computers
- Demonstrated strong and effective verbal, written, and interpersonal communication** **skills
- Must be team-oriented, possess a positive attitude and work well with others
- Must show demonstrated dedication to providing quality customer service internally and** **externally
**Duties**
**Customer Support Call Centre SLA requirements**:
- Ensure compliance is maintained within the call management system
- Associates are required to achieve a maximum of 30 seconds call holding time
- Associates are required to maintain call retention of less than 10% call abandonment
- Rate
- Associates are required to manage the call duration to within an average of 3:30 minutes
- without degrading customer sentiment. Call rotation is critical to maintaining call retention
- Diligently manage call logs with attention to accuracy and relevance to information to
- support reporting efforts
- Report to administrators on escalations and manage customer expectations timeously
- Business Partners and customers
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