Technical Customer Support Specialist Job at Teleperformance
Overview:
We are looking for you - to join our team of Technical Customer Support Specialists with experience in high-touch customer service. Providing courteous, professional and timely technical support to customer inquiries.
Teleperformance is the world leader in customer experience management. You can be a part of our team connecting the biggest and most respected brands on the planet with their customers. We are the largest interaction expert team in the market, connecting with more than 35% of the world's population each year.
What we offer:
Are you the person people go to for help. Do know how to trouble shoot or proble solve your home devices. Can you you make technology easy for people. Are you the liaison, the help desk, the concierge for support for devices?
We are looking for you - to join our team of Technical Customer Support Specialists with experience in high-touch customer service. Providing courteous, professional and timely technical support to customer inquiries.
Teleperformance is the world leader in customer experience management. You can be a part of our team connecting the biggest and most respected brands on the planet with their customers. We are the largest interaction expert team in the market, connecting with more than 35% of the world's population each year.
What we offer:
- Ability to work from the comfort of your home
- Paid Training
- Competitive compensation package
- Medical and dental benefits plans, as well as Employee Assistance Program
- Employee Referral program – starting at $500.00 for every referral hired
- Great perks on everyday products and services with Canada's leading employee perk program
- Internal career advancement opportunities
- Tuition reimbursement
What you will bring:
- Associate’s degree or certification from an accredited program for technical and/or clinical education required
- Experience with the use of electronic documentation systems required.
- 2 years in technical or clinical/medical based device support role.
- Previous contact centre experience is an assest
- Working knowledge of Microsoft Office applications including Outlook, Word & Excel preferred
- Must be at least 18 years old
- Excellent communication/comprehension skills
- Ability to type 45 wpm and successfully pass our language/grammar screening
- Excellent home internet hardwired – wifi connections are not permitted
What you will do:
- Responds timely and satisfactorily to resolve customer inbound calls, supporting medical drug delivery systems.
- Utilize approved resources, process documents, flow charts and communication guidelines to deliver technical support and troubleshooting assistance which includes but is not limited to cloud service applications, mobile applications, mobile devices, hand-held controller and continuous glucose monitoring systems (CGMs).
- Answers inquires and troubleshoots issues related to the use of these systems.
- Ability to work in a technical environment providing solutions and services to customers that on occasion may be in a stressful situation. Candidate must possess the ability to defuse situations.
- Utilizing process flows and work instructions to accurately record and document all customer interactions within the CRM system in accordance with federal FDA regulations.
- Acts as a customer advocate to represent the customer’s needs internally.
- Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, and legal requirements.
- Exceptional call handling soft skills, must posses the ability to conduct active listening while being empathetic and reassuring the customer.
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