日本と海外をつなぐクラウドソーシング

Convergys (DBS – Clark)

Technical Support Representative

2016/09～ 2017/03

 Answer consumer’s call and remotely troubleshoot customer’s technical concern and resolve it immediately.
 Escalate problems to supervisor or higher department if problem needs higher security access to be resolved.
 Redirect customer to specialists if problem or concern are no longer under the department’s scope.
 Promote technical insurance and products for customers’ benefit.
 Empathize with customer’s concern before answering their problem.
 Educate caller about the reason why they are having the problem and how they can apply first aid troubleshooting if ever they cannot go with the long cue before calling to avoid stressfully waiting on the phone to be connected to the technical support department.
 Follow-up customer to make sure that the troubleshooting/fix was done correctly or still needs some adjustments.
 Ensure that all of customer’s concerns within the department were answered before ending the call or transferring to another specialist.
 Schedule technician visit depending on customer’s and technician’s availability.