Technical Support Specialist
hace 3 semanas
At Tek Experts, we're seeking a skilled Critical Situation Manager to join our team. As a key member of our Critical Situation Management & Escalation Team (CMET), you'll be responsible for delivering world-class management of critical situations for premier enterprise customers.
This role requires a customer-oriented individual with excellent communication skills, who can effectively manage high-severity issues and ensure a positive customer experience. You'll be proactive in communicating with customers, identifying the impact of software or hardware failure on their business, and using appropriate conflict resolution techniques as needed.
Key responsibilities include:
- Providing customers with frequent, timely updates on case progress and resolution
- Gauging the severity of incidents and using conflict resolution techniques as needed
- Collaborating with cross-functional teams to ensure timely and accurate issue resolution
- Managing the incident lifecycle to ensure the case progresses as planned
Qualifications include:
- Customer service experience and a desire to learn new technical skills
- Strong negotiation and problem-solving skills
- Ability to develop and maintain positive working relationships
- Excellent multi-tasking and organizational skills
- Proficiency in written and oral English
Preferred qualifications include 1 year of experience in customer service, customer support, or technical support, and advanced English skills (85% or B2). Some higher-level education is also preferred.
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