Executive Technical Support - ANZ & ASEAN

Responsibilities of the Role:

ETS must have native proficiency in written, read and spoken English.
ETS will render the following service for Enquiry calls.
Technical Support for devices.
Manage complaints and feedback.
ETS would need to address complaints from caller up to his/her empowerment.
ETS is to capture all relevant caller information and feed it into the CRM.
ETS is to work on ad hoc tasks assigned by his/her superior provided that it does not go against the company policy.
Fluency and comprehension in the language requirements for the specific point of sale (spoken and written), as verified by a Buyer-approved formal test.
Accent neutral verbal communication as verified by a Buyer-approved formal test.
Verbal communication skills: strong spoken grammar; able to ask appropriate questions and demonstrate empathy in tone; can communicate with appropriate sense of urgency.
Listening skills: active listening; able to appreciate the context of Customer’s experience.
Written skills: excellent grammar; attention to detail.

Troubleshooting / Critical Thinking:

Successfully communicates with others to gather information and learn about their needs and expectations.
Has demonstrated the ability to ask probing questions.
Can define the concept of solution delivered on first contact and articulate that the solution could be one or more of the following:
Document and close the call according to the training program.
Consult a Level 1.5 or other resource for additional help or ‘consult’.
Escalate to a Level 2 or other resource per Buyer policy.
Demonstrated ability to follow the identified work flow and troubleshooting process to resolve an issue.
Clearly sets Customer expectation regarding resolution and/or follow-up.
Demonstrated ability to have empathy with Customer’s situation and to address Customer’s emotional needs (in order to get to a point where the technical need can be resolved).
Demonstrates good attendance and sees tasks through to completion.
Willing to do detailed or routine work necessary to achieve results.

Requirements for the Role:

Degree, Diploma, or an equivalent professional qualification.
A high degree of integrity and professionalism with leadership traits.
Professionalism in spoken and written English.
Experience with Microsoft Operating System and Office Suites.
Excellent problem-solving skills and Documentation skills.
Previous experience working in similar technical support role with demonstrated sales capabilities.
Experience supporting Customers in a Customer facing, applicable environment.
Positive performance reviews and previous employer references.

The Package: