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Technical Support Representative
Technical Support Representative
Technical Support Representative
Date Posted:
2010-07-13
Call Center Company: Thomson Reuters
Description:
Thomson Reuters is looking for individuals who are qualified for the position of Technical Support Representative.
Successfuly applicants for Technical Support Representative will have a great career in Thomson Reuters.
Responsibilities:
Receive calls from customers to resolve customer’s technical and administrative needs/issues.
Recommend and contribute to workflow, system, process, and procedure improvements within position, team, and department.
Utilize call-reporting system by recording customer calls for trend analysis.
Proactively recognize and report on trends leading to recurring technical problems.
Further develop technical aptitude and customer service knowledge, skills, and abilities as required by the needs of the business
Take ownership of all customer interactions and utilize appropriate follow-through. Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.
Perform related tasks as needed or assigned.
Requirements:
Candidate must possess at least a Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, Business Studies/Administration/Management or equivalent.
Minimum of 2 years working experience in a customer technical support environment
Preferably 2-4 Yrs Experienced Employees specializing in Technical & Helpdesk Support or equivalent. Job role in IT Support/Helpdesk or equivalent.
Basic Technical skills: Capable of learning, understanding, and communicating technical information. Basic understanding of cookies, printer trouble shooting, basic web browser maintenance, temp internet files
Understanding of file structures for new product installation
Communication skills: Strong communication skills; both verbal and written.
Listening skills: High degree of comprehension of the issues presented by customers.
Customer service skills: Ability to understand and empathize with customer concerns/issues remaining committed to providing quality results. Positive service attitude. Ability to recognize the need for queries to be escalated
Decision making skills: Apply discretion resulting in appropriate/desired resolutions.
Troubleshooting: Ability to analyze issues and determine root cause and identifying appropriate solutions. High degree of problem solving.
Call Center Directory advises to all job seekers to apply as walk-in applicant for Technical Support Representative job opening of Thomson Reuters.
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