Tech Support Advisor - US International Call Centre

Here at amplify5 we really never stop growing! And as a result, we have an exciting opportunity for new colleagues to join our (ever growing) business.

We are looking for Technical Support Advisors to be integral member of the team responsible for fielding customer issues via phone and email, configuring and managing Client Hardware via remote access tools and portals as well as training customers on the use of the Client product line.

What you will be doing:

●Interact with customers via email, phone and live chat to answer questions and resolve issues.

●Manage incoming requests for technical support from customers by using Zoho.

●Train customers on the proper use of Client products.

●Properly escalate tickets to a supervisor when required.

●Use remote access tools to configure and solve issues with Client hardware

●Manage product hardware on various portals (Zebra, Network, etc.)

●Provide manufacturing configuration support when necessary.

●Be able to be on a rotating on call schedule for weekends.

●Monitor and help to identify trends in tech support activity.

●Handle communication with service partners in the field during service jobs and installations.

●Complete service reports and expense reports related to service events.

●International Tech support partners and clients

●Networked device configuration experience

●ERP systems knowledge

What you will need:

●Proficient with Microsoft Office Suite or related software.

Proficient with remote access tools, Teamviewer or related software

Proficient with help desk software

Minimum of an Associate Degree in IT or related field preferred but not required.

Minimum 2-3 years of technical support and call center experience.

●Knowledgeable at creating and maintaining knowledge bases

●Excellent verbal and written communication skills.

●Excellent interpersonal and customer service skills.

●Excellent organizational skills and attention to detail.

●Excellent time management skills with a proven ability to meet deadlines.

●Strong analytical and problem-solving skills.

This will require working US hours – Rota Shift

In return you will work for a people focused business, which is rapidly growing and offering great opportunities to the team. You will be based in world class office facilities and supported by a dedicated, hands on leadership team.

If this sounds like you, then what are you waiting for!? Send us your CV today!

Job Types: Full-time, Permanent

Education:

  • Diploma (Preferred)

Experience:

  • Unbroken Tech Support: 3 years (Required)
  • Unbroken International BPO: 2 years (Required)

Expected Start Date: 2024/04/16