Careers At HGS

Technical Support Advocate

Job Code : HGS/5
Kingston Permanent

Job Description

HGS is looking for a driven IT professional to join us as a Technical Support Advocate, to handle inbound and outbound technical customer calls for voice, internet and data installation and connections. At HGS, we have a work environment that ensures every employee realises their true potential and achieves success in their career. If you are a versatile professional with an entrepreneurial spirit, we want you on our team!

As a Technical Support Advocate, you will:

·         Cater to the needs of clients and customers in a 24/7 work environment

·         Provide voice technical help desk services to new and existing customers for a wide range of technical requests, queries and/or complaints

·         Work in a dynamic environment to analyse, troubleshoot and resolve technical issues for customers of voice, internet or data installation and connections

·         Research, locate and provide information to answer inquiries

·         Determine requirements by working with customers

·         Resolve issues and escalate the unresolved ones

·         Explore answers and alternative solutions, and implement given solutions

·         Fulfil requests and close transactions, and forward requests where necessary 

Qualifications:

Our ideal professionals have:

·         Technical Skills: Knowledge of relevant software computer applications and equipment, including customer service principles and practices

·         Strong Interpersonal Skills: They are positive, pleasant, respectful and customer-focused. They should also be able to extend empathy in customer interactions.

·         Language and Communication Skills: Good command of English language with excellent enunciation and grammar, for oral and written communication

·         Analytical Skills: To comprehend, capture and interpret basic customer information to solve complex customer queries

·         Grasping Abilities: To retain detailed information and instructions

·         Skills that Give Them an Edge: Professional attitude, enthusiasm, reliability, strong knowledge of telephone etiquettes, training/certification in technology

·         Typing Skills: Minimum 40 WPM with 85%accuracy

·         Education: Successfully completed 5 CXC subjects including English and a numeric subject

·         Basic system navigation skills

·         Prior experience working in a performance-based customer service entity preferred

Working With HGS:

The culture of growth, learning, support and mentorship, compassion, and dynamism are the pillars of every employee’s life at HGS. In all our 70+ delivery centres, the atmosphere buzzes with the high energy levels of our people, who are raring to achieve both individual and organizational goals. To enable our employees to realise their true potential at the workplace, some of the benefits we offer are:

·         Competitive salaries and incentives

·         Subsidized lunch options

·         Health insurance

·         Company-paid life insurance

·         Regular employee engagement activities

·         Training and development opportunities for the next level 

Apply now to join us as a technical support advocate, and we’ll see you on the floor soon!

 

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