Agents will answer the tickets (Emails/Calls), perform basic troubleshooting and close the tickets. If the issue is complex, the tickets will be escalated to the 2nd level engineering support.
KEY RESULT AREAS:
Campaign Specific KPIs - TBD
COMPETENCIES NEEDED:
High customer and technical serviceorientation.
Well-developed communication and analyticalskills.
QUALIFICATIONS:
Can hold a conversation, knows how to ask questions.
Seasoned agents are ideal. Agents with experience in practical help desk or technical support experience.
Experience in voice/email technical support
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