The technical operator will attend incoming calls from customers who have contracted Assurant's Technological Assistance service and need assistance, carrying out customer service tasks, validation of customer data and contracted service, and will carry out technical-assistance tasks by telephone and remotely in order to help the customer and assist them in resolving technical, usability and/or connectivity problems, among others, but not limited to, technological products that they may need.
Primary Job Accountabilities/Responsibilities
· The Technical Support Operator must be able to master at least, but not limited to, the following topics related to mass-use technological devices (Smartphones, Tablets, Notebook/Netbook, PC/AIO, Smart/LED TV, Gaming, Home Theatre):
· Software installation, configuration and update.
· Installation and configuration of hardware, peripherals, accessories and Wifi routers.
· Cleaning and installation of viruses, spyware, firewall or similar.
· Configuration and use of products.
· Wired and wireless connection of the products.
· Assisting the client in technological matters, understanding the problem, its cause and being able to provide a solution, either by telephone or by accessing the client's product remotely.
· You must be able to diagnose the problem, explain it to the customer and offer solutions that are within your reach and commensurate with the service.
· You should be able to emotionally support the customer, follow predefined service scripts and adjust the pace of the call on a case-by-case basis.
· You should be able to detect malfunctions in systems and applications, understand whether they are covered by the service and offer solutions accordingly.
· Perform diagnostics of hardware and/or software malfunctions.
- Find solutions to any technical/technological faults and implement them, where possible, or alternatively, guide the customer and redirect them
Basic Qualifications Required - Experience, Skills, and Knowledge
- Students or graduates in: Systems, Electronics, Telecommunications, Technology, or related fields (not exclusive).
- Previous experience in customer service (face-to-face or telephone).
- Possess technical skills (in accordance with the described needs).
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What We Do
We work with the world’s top brands to make smart devices simpler. Vehicles last longer. Homes more secure. Problems easier to solve. And we volunteer in communities all over the globe to help the world become a greener, better place. We come from a variety of countries, cultures, and backgrounds. But we’re united by our enduring values of common sense, common decency, uncommon thinking, and uncommon results. So connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive.
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31 million mortgages
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And that's just the beginning.
