Technical Support Specialist

Job description:

Resposibilities

• Handle customer interactions across voice, chat, and digital platforms while maintaining consistent quality and brand tone.
• Deliver premium, white-glove technical support across voice and digital channels, ensuring brand-aligned communication and ownership of the end-to-end customer experience.
• Diagnose and resolve technical issues related to client devices, home theatre systems, and the client app.
• Focus on achieving first-contact resolution by thoroughly addressing customer concerns and minimizing repeat interactions.
• Maintain accurate and detailed case notes within CRM platforms to ensure proper tracking and follow-up.
• Consistently meet established performance targets, including SLA adherence, customer satisfaction scores, quality standards, and productivity metrics.
• Identify situations that require advanced expertise and escalate complex cases to the appropriate teams.
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