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
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.)
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
