Job Description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

A SNAPSHOT OF YOUR ROLE

You’re the genie that fulfils our customer’s needs. As a Product/ Technical Support Agent, you must represent our company well by being responsible, punctual and motivated to go above and beyond the call of duty. You must also be highly detail-oriented and organized with good problem-solving abilities. It is also important that you display excellent verbal and written communication and interpersonal skills. Your day could see you:

• Answer inbound calls from customers (or potential customers) who have questions and/or need help with consumer electronics, and handle upsell.
• Ability to provide professional telephone skills with proper phone etiquette required.
• Perform troubleshooting, handle warranty matters and general tech related questions, identify and escalate priority issues to next level support when appropriate.
• Gather and record customer information, concern/s, and action taken in an ORACLE system.
• Utilize the knowledge base system for product and policy information needed to resolve customer issues and questions.
• Constantly learning new technology in the consumer electronics market, focusing on audio and video.

A BIT ABOUT YOU

• Strong customer service orientation with attention to detail specific to consumer electronics.
• Knowledge of Bluetooth, WiFi, APPs, Casting/Beaming technology as well as home audio technology is a huge plus but not required.
• 2+ years technical inbound call center experience or demonstrated equivalent work experience.
• Problem solving and critical thinking skills.
• Great multi-tasking skills.
• Prioritize and effectively manage time.
• Flexible work schedule- Candidates must be available to work weekend shifts.
• Positive attitude and excellent interpersonal skills.
• Good oral and written communication.
• Good judgment and independent decision making.
• Work effectively with windows-based computer systems. MAC experience a plus.
• Great active listening skills.
• Effectively interact in a professional and courteous manner with customer.
• Demonstrate initiative and interest in self-development is a huge plus.
• Strong critical thinking skills and ability to identify and solve problems with minimal oversight.
• A CSAT champion/top performer.
• With a knack for multi-tasking.
• Able to solve problems and work under minimal supervision.
• Adept in learning new workflows and additional tasks/assignments.

WHAT SUCCESS LOOKS LIKE

• High customer satisfaction.
• Excellent feedback from customers.
• Achievement of KPIs.

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each with other.

Join the A-Team and experience the A-Life!