Call Center Technical Support

We are seeking a skilled technical support professional to provide exceptional service and assistance to end-users. This role involves troubleshooting and resolving hardware and software issues, primarily related to internet connectivity, CCTV, VOIP, and other technical systems. The ideal candidate will interact with customers through various communication channels such as phone, email, and remote diagnostic tools, ensuring timely and effective solutions while maintaining a high level of customer satisfaction. The position requires adaptability to a 24/7 shift schedule and the ability to work under pressure in a fast-paced environment.

Key Responsibilities

- Deliver technical support and service to end-users using automated call distribution phone software, remote connections, and internet-based tools.
- Engage with customers to provide and process information in response to inquiries, concerns, and requests regarding products and services via phone, email, or remote diagnostics.
- Diagnose and resolve technical issues involving hardware, software, internet connectivity, CCTV systems, VOIP, and related technologies.
- Conduct research using available resources to find solutions and provide accurate information.
- Follow established processes and procedures to ensure consistent service quality.
- Identify and escalate priority issues according to client specifications.
- Redirect unresolved problems to the appropriate resources or departments.
- Accurately document and process call transactions using designated tracking software.
- Offer alternative solutions when appropriate to retain customer and client business.
- Communicate clearly and effectively, tailoring verbal messages to suit listeners and situations.
- Perform follow-ups and scheduled callbacks to customers as necessary.
- Stay updated with system information, changes, and updates to maintain technical proficiency.
- Adapt to a 24/7 shift schedule to meet operational requirements.

Required Qualifications

- Experience in a technical call center environment within the IT sector or expertise in CCTV (or Extra Low Voltage - ELV) systems.
- Strong communication skills with fluency in the local language.
- Proficiency in spoken and written English is essential.
- Ability to remain calm and composed under pressure, focusing on resolving key issues efficiently.
- Prior experience in a technical call center role is preferred.

Preferred Qualifications and Benefits

- Knowledge of French is considered an advantage but is not mandatory.

This role offers an opportunity to work in a dynamic technical support environment where problem-solving skills and customer service excellence are highly valued. Candidates who thrive in fast-paced settings and are committed to continuous learning will find this position rewarding.