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Position: Support Professional
Department: Windows Phone & Xbox Music
Reports to: Team Manager
The primary responsibility of a Customer Support Representative (CSR) is to aid customers in the timely
resolution of technical issues within the support boundaries of designated products. They will
communicate with customers verbally or in written form. CSRs contribute to overall customer
satisfaction by providing timely technical solutions in partnership with the Supervisor/Coach. Support
Professionals strive to resolve cases on a first contact and are trained to determine when a case exceeds
their support boundaries or technical skill set. The individual in this position must possess strong
customer service and troubleshooting skills. In addition, they will be responsible for adhering to personal
performance metrics, accepting coaching, and improving their personal performance as instructed.
? Provide Forum, Chat and E-mail technical and customer support based on various software
? Responsible for delivering timely, accurate technical answers and providing a high degree of
customer service satisfaction.
? Achieve and maintain service level statistics as defined.
? Effective use of the systems and tools available to the support centre.
? Track & document customer & problem information in call tracking database
? Contribute to overall team performance, including support and assistance of other team
? Leaving certificate or equivalent.
? Excellent Customer service skills, a minimum of 1 year customer service experience, preferably in a
call Center environment.
? Good Technical and Troubleshooting skills
? Good knowledge of Microsoft Windows and Microsoft Office package
? Previous Forum Moderation experience is Preferential.
? Ability to work independently and in a team environment when necessary.
? Excellent communication skills to include verbal, written and listening.
? Ability and willingness to solve problems and provide pre-sales support.? Ability to manage time wisely.
? Ability to search and retrieve data from various databases and to multitask with multiple
? Demonstrate Internet navigation and search experience on a computer.
? Understanding of consumer electronics.
? Working knowledge of microcomputers running the current version of the Windows operating
? Demonstrates the ability to navigate the PC Desktop
? Functional understanding of home networking hardware and configuration.
? Demonstrated ability to follow the client identified work flow and troubleshooting process to resolve
? Excellent listening skills (listens to the customer, does not interrupt)
? Demonstrates understanding and commitment to protecting customer’s privacy and information.
? Ability to type at 25 wpm is a minimum requirement.
? Fluent Verbal and Written English Skills.
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