Technical Support Representative

The purpose of the role is to help Asurion’s customers “stay connected” with all aspects of their everyday technical life. This will include supporting customers over the telephone with various applications, networks, and technologies. The role will also undertake proactive outbound call work as well as take inbound calls.

Key Accountabilities

• Undertake service requests for customers ensuring compliance with Asurion’s policies and procedures carrying out effective note-taking on calls
• Providing technical expertise on inbound calls or other electronic input (e.g. website, CHAT, or email) from customers for the purpose of resolving customer issues with devices (e.g. laptops, tablets, smartphones, and other consumer electronics) and software
• Identify customers in line with the company, regulatory and legislative requirements
• Ensure each interaction with a stakeholder of Asurion meets the agreed quality framework (HERO) employing initiatives to achieve a high-quality score
• Maintain a high level of customer service with all stakeholders employing initiatives to achieve a high net promoter score (NPS)
• Educate oneself with technology and keep up-to-date with changes, particularly in the device protection/consumer home technology space
• Ensure you are always in the right place, at the right time (adherence) as per your agreed roster
• Respond to in-the-game/moment feedback and coaching sessions taking proactive actions to meet your agreed commitments
• Use knowledge-based systems and other tools to deliver technical support solutions
• Processing service requests and managing inquiries related to handset protection and digital products
• Support initiatives that exceed customer expectations through a range of channels including but not limited to calls and online chat
• Making sales or recommendations for products or services that best suit client needs
• Maintain the necessary skills and competencies needed to excel in the role
• Meet the agreed individual and team performance targets and development plans
• Meet the established performance targets to achieve service excellence / operational efficiency
• Share technical solutions and knowledge with the team and contribute towards best practice
• Demonstrate a strong one-team attitude working collaboratively with Soluto team members and colleagues across Asurion and its clients
• Demonstrate emotional resilience and exhibit a “can do”, positive and results-focused attitude
• Participate in development and activities within the care that enhances engagement, teamwork, and vision.
• Any other responsibilities as directed by your manager.
• You will also be required to assist the team manager with any other duties as required from time to time 

Qualifications

Education: Minimum high school diploma or equivalent

Experience

• 1 year of BPO technical support program experience is required
• 6 months of BPO Sales experience is required
• Proven experience in supporting others with mobile technology and other devices (this may include but is not limited to computers, gaming consoles, smart TVs, tablets, etc.) 

Behavioral and Technical Competencies

• Passionate about customer service and loves helping others
• Shows an aptitude for being comfortable with learning new technology
• Ability to display a high level of empathy, patience, and resilience when assisting others through technical issues
• Recognises opportunities to maximize the quality of their customer service by engaging with their customer and building rapport
• Takes ownership of customers’ problems, take control of the call, and assures them that they are the expert to find a solution
• Demonstrates that they are digitally literate with a very good understanding of major operating systems and a wide range of consumer technologies
• Ability to keep ahead of the game with device releases and software updates
• Displays endurance when handling customer queries for a long period of time
• Proves they are a committed team player supporting other colleagues but also able to work resourcefully and autonomously taking ownership of issues
• Positively embraces change, handles ambiguity, and shows the capability to work in a constantly evolving environment
• Approaches complex problems with a logical mindset seeking the most efficient solution available 

Desirable Personal Competencies and Attributes

• Wider experience in supporting others with applications, networks, and technologies
• Experience in managing and working towards the Net Promoter Score (NPS) metric
• Customer service experience in a frontline technical environment (e.g. Retail Consumer Technology outlets, IT support, and troubleshooting environments, etc.)