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Technical Support Representative - Onsite

Company: Teleperformance USA
Location: Brownsville
Posted on: June 6, 2024

Job Description:

Category : Technical Support
About TP -Teleperformance is a global, digital business services company. We deliver -the most advanced, digitally powered -business services to help the world's -best brands streamline their business in -meaningful and sustainable ways.With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. - -Benefits of working with TP include:

Paid TrainingCompetitive WagesFull Benefits (Medical, Dental, Vision, 401k and more)Paid Time OffEmployee wellness and engagement programs - -Teleperformance and You -Through a balanced -high-tech and -high-touch -approach -blended with -deep -industry and geographic expertise, we -make people's lives -simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the -best in all that we do. You will become a key contributor in making that happen. - -As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment. You will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go. -Did you know that our Chief Client Officer started her career at Teleperformance as an agent and advanced to the pinnacle of the company? At Teleperformance, the sky is the limit! -This position will be based on-site at our Brownsville, Texas location.Your Responsibilities
  • Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems.
  • Troubleshoot basic and routine customer issues that are technical in nature; includinghardware, software, networking, or other designated client products.
  • Follow appropriate escalation path to resolve technical issues; including making follow upoutbound calls to customers or other parties as needed.Solve problems that are generally unstructured and require extensive use of conceptualthinking skills.
  • Ensure service delivered to our customers meets contractual Key Performance Indicator('KPIs').
  • Greet customers in a courteous, friendly, and professional manner using agreed uponprocedures.
  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer. Clarify customer requirements; probe for understanding.
  • Prepare complete and accurate work including appropriately notating accounts as required.
  • Participate in activities designed to improve customer satisfaction and businessperformance.
  • Associate's Degree in related technical discipline with six years of related technicalexperience preferred.
  • Achieve and maintain recognized and applicable technical certification(s).
  • Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair).
  • Working knowledge of client technical systems.
  • Courteous with strong customer service orientation.
  • Ability to effectively communicate, both written and verbally.
  • Ability to learn including strong problem solving skills.
  • Dependable with proficient attention to detail.
  • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.
  • Ability to work as a team member, as well as independently with minimal supervision.
  • Demonstrate patience in all customer contact situations; including maintaining a pleasantand professional tone and manner.
  • Able to rotate shifts, as needed
  • Based on location and/or program, additional experience/skills may be required*Job requirements may vary by country and will not contravene any local lawsWe're looking for fearless people - people who are inspired to deliver only the best in all that we do. ---- Must be 18 years of age or older.--- Must have a high school diploma or GED--- Must be able to multi-task on a computer--- Must be comfortable sharing product upgrade options--- Must be customer focused, goal oriented and have attention to detail--- Must be patient and friendly working with customer that is not tech savvy--- Must have at least 1 Year or more Customer Service Experience--- Must have some Prior Tech Support Experience, 1 Year is preferred
    • Ability to type 25 wpm
    • Comfort with desktop computer system
    • Proven oral & written communication skills
    • Logical problem-solving skills
    • Ability to navigate Windows operating systems
    • Organization and work prioritization skillsBe Part of Our TP FamilyIt is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. -We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. -We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. -We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. -Teleperformance is an Equal Opportunity Employer

Keywords: Teleperformance USA, Brownsville , Technical Support Representative - Onsite, IT / Software / Systems , Brownsville, Texas

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