Tech Support Expert

General Description We are seeking a skilled and customer-oriented Technical Support Specialist to join our team in a BPO/call center environment. This role involves providing high-level technical assistance to customers, troubleshooting issues, and offering effective solutions to ensure optimal product performance. The ideal candidate will have strong problem-solving skills, a deep understanding of technical systems, and the ability to communicate complex information clearly and efficiently. This position is essential in maintaining customer satisfaction while addressing and resolving technical concerns in a timely manner. Key Responsibilities Serve as the main point of contact for customers, offering expert technical guidance on internet, TV, and phone services. Diagnose and resolve technical issues related to connectivity, equipment, or service disruptions efficiently. Maintain a high level of communication with peers to ensure consistency in troubleshooting and escalations. Develop and maintain strong relationships with customers, understanding their technical needs and challenges. Monitor customer interactions proactively, identifying opportunities to improve their service experience. Collect and analyze customer feedback to contribute to technical process improvements. Pivot to assisting queues with more complex technical requests when priority queues are empty, or as needed. Work closely with the management team to monitor, manage, and recover technical support backlogs. Conduct regular follow-ups with customers to ensure their technical issues are fully resolved. Collaborate with Support and Technical teams to address customer needs and enhance service reliability.