Posted Aug 10, 2024 429 views
We are seeking a dedicated and skilled Tier-I Agent Technical Support to join our team. As a Tier-I Agent, you will be the primary point of contact for technical issues and inquiries from US-based clients. Your role will involve providing top-tier assistance and guidance via calls and emails, ensuring that customer issues are resolved efficiently and effectively.
Key Responsibilities
- Email and Voice Support: Answer inbound inquiries from US-based clients through the support hotline or email, providing clear and helpful guidance.
- Customer Service Analysis: Collect and document customer support requests and bugs, relay these findings to the product and enhancement teams for resolution.
- Technical Troubleshooting: Remotely troubleshoot and resolve issues during inbound calls, ensuring customer problems are handled promptly and accurately.
- Cross-Department Communication: Open database tickets and communicate issues to other departments as necessary, ensuring professional and accurate handling of all customer requests.
- Call Management: Handle both inbound and outbound calls, maintaining high standards of customer service and technical support.
Required Skills and Qualifications
- Technical Troubleshooting: Proficient in diagnosing and resolving technical issues efficiently.
- Exceptional Communication Skills: Strong verbal and written communication skills, including email writing, to effectively interact with US-based clients.
- Salesforce: Familiarity with Salesforce for managing customer interactions and support cases.
- MS Office and Excel: Proficient in using MS Office, especially Excel, to manage and analyze data.
- Task Prioritization: Ability to prioritize tasks and organize workflow to manage multiple customer requests simultaneously.
- Decision-Making and Initiative: Strong decision-making skills with the ability to take initiative when handling complex technical issues.
- Team Collaboration: Ability to work well within a team, contributing to a supportive and efficient work environment.
- Attention to Detail: Meticulous attention to detail in documenting and resolving customer issues.
- Logical Thinking: Strong problem-solving skills and logical thinking to identify and resolve technical issues.
- Operating Systems and Software Knowledge: Expert understanding of how operating systems and software function to provide accurate technical support.
- Motivation and Patience: Self-motivated with the patience to handle challenging technical problems and customer interactions.
- Interpersonal Skills: Strong interpersonal skills to maintain positive relationships with colleagues and customers.
Other Requirements
- Technical Support Experience: 1-2 years of experience as a Tier 1 Technical Support Agent, Customer Support Specialist, or Call Center Representative with US-based customers and clients.
- Shift Details: Permanent night shift position, with a 9-hour shift duration, 5 days a week.
Job Details
pMTBC was established in 1999. Headquartered in New Jersey, USA, it is a dynamic and rapidly growing multinational healthcare IT Company. Deloitte Technology Fast 500 ranked MTBC in its list of fastest growing technology companies of North America. The Company has attained tremendous growth in the short span of a few years, which is testament to well-implemented, technology-based processes and which also lays the foundations for productivity. MTBC is following a formula of long-term growth by combining and utilizing labor force increase, investment activity and scientific and technological progress. MTBC offers American physicians customized solutions that reflect the very best in practice management services available in the industry today. Our services maximize the power of the Internet and technology to give medical providers better control over scheduling and billing, total access to all of their billing information, and comprehensive practice-management reports, all the while reducing the cost factor. The organization's management envisions reinvesting most of its earned profits mainly towards IT, and developing various technology-based solutions that will completely replace manual processes. MTBC operates 24/6 with a workforce of more than 1000 employees operating in three shifts in Rawalpindi & Bagh (AJK). The Company is providing a platform to young professionals to learn and practice their innovative ideas in a healthy work environment./p
What is your Competitive Advantage?
Similar Job Titles
Technical Support Engineer
Usman Habib
Recruitment & Training Executive
ACS Synergy (Pvt) Ltd.
Ali Aziz
CEO
Shopistan
Muzammil Baig
Digital Marketing Manager
IT Services Group
Mona Sharif
Senior Team Lead
Konext PVT. LTD
Babar Ahmed Khan
Territory Sales Manager
Engro Foods
Zubair Anjum
Business Excellence Specialist
Nestle Pakistan
Zohaib Ali
Marketing Manager
Digital Online Devices
Sehrish Azhar
Motivational Speaker & Blogger
Living Upbeat
Aqib Irshad
Head of HR, Training & OD
FINCA
Ayesha Shaukat
Social Media Marketing Manager
Ivoke
