Looking for a new challenge working in the electronic media industry?
Are you a technically literate professional looking to become part of an exciting organisation within a leading global consumer engagement company providing technical, creative strategy, original and curated content, distribution platforms, and consumer insights-all under one roof.
Provide client support and technical issue resolution via e-mail, phone, and other electronic media
Support and configuration of equipment
Remotely troubleshoot and resolve incidents
Provide feedback to appropriate management team regarding potential tool and/or process enhancements
Participate in regular staff meetings and communicate relevant information.
Be an active participant in the escalation management process.
Assist with the creation, maintenance, and management of client process documentation.
Provide complete and thorough documentation for all support calls.
Creation of sales orders (SO) and warranty returns (WR).
Provides answers to clients by identifying problems, researching answers, guiding client through corrective steps.
Provide phone coverage for technical service, internally and externally.
Assign and follow up on return authorisation on parts.
Maintain a good relationship with all departments and communicate all issues or concerns.
Solve and document the problems.
Redirect the calls when necessary.
Handle special projects.
Perform all other tasks inherent to manage incoming technical service calls.
Answer incoming calls and requests, troubleshoot, solve problems, and provide resolution to supported users within the contracted scope of support for each client. Document all case information into a Resolution System.
Follow through with operators whose issues are not closed on initial contact, which may include additional communication to the operator, a supervisor, or other support areas with the team; i.e. Hardware Liaison, Technical Liaison, etc.
Perform administrative support functions:
Documentation of all case information and updates as information becomes available.
Identify and document troubleshooting techniques/steps.
Assist in quality control (QC) and/or distribution of client databases or software, as needed.
Respond to miscellaneous requests and research from internal staff as directed by management.
Software programming and managing.
One year certificate from college or technical school; or 3-6 months of related experience and/or training; or equivalent combination of education and experience. High school diploma or equivalent required.
Experience with hardware, software, and audio issues.
Broad experience with PC and operating systems and software, including but not limited to, Windows 2000, XP, Vista, 7, and Office Suite XP/2010
Experience in wireless computing environments including 802.1x A/B/G/N
Hands-on hardware and software troubleshooting experience.
Typing proficiency: 40-60 WPM
Strong working knowledge of personal computer and network operations for hardware and software
Ability to present information effectively and answer questions from managers, users, and vendors
Ability to work independently and efficiently to meet deadlines
Ability to promptly answer support related e-mail, phone calls, and other electronic communications
Self-motivated, detail-oriented, and organised
Excellent communication (verbal and written), interpersonal, and presentation skills
Ability to manage numerous duties requiring extreme attention to detail
Flexibility and versatility in problem analysis and resolution
Practical problem-solving skills
Special Position Requirements:
Travel up to 5%
Ability to work set schedule including weekends, evenings, and holidays.
3+ years of combined Customer Service and Technical Support experience.
2+ years of Sales experience
Bilingual in Spanish is a plus
Ability to perform primarily sedentary work, frequently using a computer (visual acuity, fine motor skills) and telephone (talking/hearing).
Ability to listen, to understand and to follow oral and written directions
Ability to exchange information in written format
Ability to learn the procedures, function and limitations of assigned duties
Ability to recognise when there is a problem (when something is wrong or is likely to go wrong)
Ability to apply general rules to specific problems to produce answers that make sense
Flexibility to work outside of normal hours, including evenings and weekends, as needed
Authorised to work in the Kingdom.
At KHR we take care to ensure that you are represented as well as possible so it is worth checking your CV for layout, spelling and grammar as well as making sure it is up to date before you submit. If you feel you need to highlight particular qualifications, skills or relevant experience with regards to a specific role then please add a cover letter or a preface page. This does not need to be formatted in the same manner. In addition, if your CV is heavy with graphics etc, please could you also submit a “clean” copy in Word. Thank you.
KH Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. KHR – Recruitment Specialists is a trading name of KH Recruitment Ltd Keep in touch with us online for job alerts, industry updates and market…