[Hiring] Bilingual Technical Support Representative @Teleperformance

Role Description

As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns.

• Provide front line, first level, technical assistance for consumers.
• Support Client specific high speed internet services delivering an exceptional customer experience.
• Resolve technical problems, within a fast paced, customer facing environment.
• Troubleshoot and provide issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting.
• Support customer needs related to Client specific high speed internet services and/or devices including troubleshooting, triage, and additional required resolution techniques.
• Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration.
• Demonstrate advanced product knowledge and the ability to solve customer issues.
• Resolve customer issues on the first call as frequently as possible.
• Open and manage trouble ticket system for user issues, Data Network, OS issues.
• Be patient, courteous and friendly with customers at all times.
• Demonstrate a positive attitude.
• Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.
• Adhere to all work schedule assignments.
• Abide by and support management directives and adhere to all TP policies.

Qualifications

• High School Diploma or equivalent.
• Bilingual English/Arabic.
• Minimum of 6 months of customer service experience.
• Must be 18 years of age or older.
• Ability to type at least 25 words per minute.
• Comfortable with desktop computer systems and have general knowledge of Windows-based systems.
• Customer service and/or sales experience preferred.

Requirements

• Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
• Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
• Communication: Outstanding communication, listening, and analytical skills.
• Organizational Skills: Strong organizational and problem-solving skills.
• Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
• Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
• Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
• Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.

Benefits

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs

Work from Home Requirements

• Internet Requirements:
  • Minimum subscribed download rate equal or exceeds 12.0 Mbps
  • Minimum subscribed upload rate equal or exceeds 3.0 Mbps
  • ISP must have no packet loss and ping under 30ms
  • Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN
  • Proof of internet details required
• Clean and quiet workspace