TECHNICAL SUPPORT AGENT/PRODUCT AND SUPPORT EXPERT INTRODUCTION A medical software and technology company situated in Pretoria East is seeking to employ a Product and Support Expert with at least 2 years of experience in a similar role to join their team. JOB PURPOSE • Product Experts provide high-quality first-line support and remote care to the company's USA customers. • They maintain high customer satisfaction and ensure customers are assisted remotely via video calls, voice calls, emails and text messages. • Product Experts ensure that prospective customer callers are assisted with the information they require/desire and process the sales on the new customer's behalf. • They also ensure that customers' devices are operational and that the customers understand how to use and maintain their hearing aids. REQUIREMENTS Minimum education (essential): • Matric Minimum education (desirable): • Customer Satisfaction Certificate Minimum applicable experience (years): • 2 years in Customer Support and Troubleshooting (or in a role requiring similar skills as listed herein) Required nature of experience: • Customer relations and relationship management • Telephonic and email support • Video calling experience (advantageous) • Contact centre experience • Telephonic sales experience and high conversion rates (advantageous) • Technical support experience • Administration and record management • Working in a digital environment Skills and Knowledge (essential): • CRM system experience • Telephonic sales and support skills • Excellent English skills (written and spoken) • Excellent communication ability and oratorship • Conflict management Other: • Working hours: 15:00-02:00 • Working shifts, four shifts a week (Monday to Saturday) • These working hours will change with daylight savings (in our summer months) to 16:00-03:00 COMPETENCIES Essential Competencies: • Establishing Rapport • Interacting with People • Valuing Individuals • Understanding People • Convincing People • Articulating Information • Showing Composure • Resolving Conflict • Examining Information • Developing Expertise • Adopting Practical Approaches • Following Procedures Important Competencies: • Upholding Standards • Generating Ideas • Inviting Feedback • Making Decisions • Thinking Positively • Managing Tasks • Taking Action • Seizing Opportunities KEY PERFORMANCE AREAS, WEIGHTS AND OBJECTIVES Sales 30% • Take all inbound sales calls and process sales where appropriate. • Upsell additional products to existing or (and prospective) customers. • Provide customers with relevant product or training information as required. • Maintain a high sales conversion rate. • Provide good quality information to customers to ensure that the products meet their needs to minimise returns. Customer Support 30% • Answer any inbound calls and assist as far as possible. • Maintain a high first contact resolution rate, without compromising customer care. • Provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or text message. • Obtain and note quality information from the customers to allow for effective management of the relevant escalation. • Escalate and assign queries correctly and with discretion for efficient resolutions. • Offer our customers the best care by making appropriate call transfers. • Ensure that the majority of Lexie users have gone through the onboarding process (where possible). • Transfer/relay queries to the Hearing Expert team in a timely manor. • Complete assigned CRM tasks for support calls customers. • Assist with outbound calling tasks as and when required/requested. Customer Experience 20% • Ensure customers have a positive view of the company, its products and the customer support team and processes. • Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction. • Solve problems as effectively and efficiently as possible by reducing the time spent with each query. • Liaise with Hearing Experts to improve customer satisfaction. • Maintain customer support KPA's at all times to ensure a high ‘customer effort score' by going above and beyond for customers. • Gather customer feedback via post-call reviews and the product Rewards program. • Actively communicate with other staff members to ensure best-practice customer satisfaction. • Reinforce information provided on a call with texts and/or emails. • Ensure a minimal missed call rate. Continuous Improvement 10% • Liaise with the marketing team and maintain the list of FAQs and queries logged by customers; and the corresponding responses. • Guide management on the needs and desires of our prospective and existing customers. • Provide customer feedback on product or training information to management. • Provide feedback to management and marketing on the support material available that could be helpful to customers and staff. • Actively participate in training activities and successfully complete training activities. Quality Management and Data Security (QMS, HIPAA) 10% • Maintain absolute customer confidentiality and protection of personal information in accordance with procedure. • Keep quality customer interaction logs complete and up to date, on any system, sheet or form as required in accordance with procedure. • Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effective and efficient resolution. • Ensure other required documents, reports and email accounts are up to date and accurate. REMUNERATION R12 000ctc See Description See Description
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