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Work is no longer a place. It’s what you do. And how you do it. More fluid, more flexible, powered by your imagination and by some amazing technology! That’s where we come in. We are Poly. We outfit you with beautifully designed and engineered audio and video products so that YOU can do YOU. Wherever and whenever. If you are a free thinker, a can-doer, a collaborator, a brainstormer – and want to enable real connections - we are interested in you. As a Tech Support Agent / Representative, you will be first contact for our customers with respect to all their questions regarding our products and services. Also have the responsibility to manage these contacts in a very customer oriented, efficient and effective way to ensure that they are fully satisfied, and the required solutions are provided instantaneously. Leverage best-in-class global practices to lead, develop, deliver and support enterprise wide programs and technology establishing Poly as an ‘employer of choice’. Your day to day: • Discuss with customers (internal and external) technical aspects of product installation, operation and maintenance relative to sales and/or repair considerations. • Handle customer assistance requests by phone, email, web-chat, video, etc., (omni channel) and ensure those that cannot be addressed at first contact are escalated and followed up on appropriately. • Ensure CRM system is kept fully updated with work on customer issues. • Obtain accurate customer details and amend contact-handling system when applicable. • Generation of sales leads from these contacts. • Gives interface matrix listed compatibility information to customers on company released products.
Experiencia y requisitos
What you bring to the team: • 90% English Spoken and Written. • Bachelor’s degree or equivalent experience. • A minimum of 1-2 years of related experience. • Good knowledge on Windows & MAC environment and applications. • Worked in a technical support position, preferably in Unified Communications sector, would be a benefit. • Experience with Customer relationship management (CRM) systems. • Additional technical certification is an advantage. • Problem solving and troubleshooting skilled. • Excellent understanding of computer operating systems. • Ability to review and contribute to technical articles. • Ability to process and retain large amount of information and complexity. • Customer Focused. • Self-driven and independent and able to manage own time, goals & objectives. • People oriented and a team player. • Strong commercial affinity. • Strong communication skills, ability to build and maintain internal and external relationships. • Ability to work and perform under pressure. Poly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, accessibility needs, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws. No matter where you’re based, you’ll experience a company that believes that teamwork and collaboration drive maximum impact, seeks well-rounded talent to focused on providing the best customer experience, and understands that this is a marathon, not a sprint. And, top of mind to us is continuously and purposefully building an inclusive culture that empowers all of our team members.
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