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Job Description
As a Tier 2 DweloCare Representative, you are responsible for resolving customer issues, discovering broader system issues, and generating knowledge content as new information is discovered.
Responsibilities
- Case Management/Channel Coverage: Coordinate with your team to ensure our various support channels are properly staffed by overseeing cases and telephone calls, and ensuring there is a seamless escalation between tiers.
- Remote Servicing: Assist external customers by replacing their existing hardware remotely in a seamless manner.
- Defects and Problem Management: Collect and summarize general issues as discovered by the Support Team in the form of Problem tickets. As patterns and examples are curated, communicate that information to the R&D team in the form of Issues on the Defect Board and R&D Sync meetings.
- Agent Workflow Optimization: Seek opportunities to optimize the agent case management workflow. Identify opportunities for improvement, establish best practices that maximize efficiency, and train agents on optimal workflow.
Qualifications
- Experience working with customers directly.
- Technical knowledge and experience working with computers.
- General understanding of the IoT industry and smart devices.
- You are genuinely passionate about delivering a high-quality customer experience.
- Bilingual preferred but not required.
Location: Remote.
For More Information: TIER 2 CUSTOMER SERVICE REPRESENTATIVE
14 comments
I’m interested!!
Use the link below the post to apply.
Interested
use the link below the post to apply.
Hi Emmanuel, kindly attach an email address where interested people can send their CV’s to.
use the link below the post. there is no email for this particular job post.
I’m currently working as a customer experience at micro finance company,Also a bilingual(Hausa,Yoruba and English).
use the Apply procedure to submit your application.
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