Provide technical guidance, mentor and assist Support Professionals engaged in problem solving and help them to use resources to find answers
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Excellent knowledge of Dell Desktop, Notebook and Workstation iOS, iOSapplications
Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of contact services industry and best practices.
Advanced knowledge of computer operating systems. Including but not limited to one or more of the following; Mac...
Point of contact of the client
In charge of the billings
Lead team members, foster their professional development and growth, and promote teamwork and cooperation.
under the direction of the Service Delivery Manager, manage team metrics and retention goals.
Administer payroll in accordance with company policy and procedures.
Maintain the highest level of technical product knowledge and expertise in the specified products and become knowledgeable in new versions and products as assigned.
Provide technical support via chat email telephone and other electronic mediums for a limited product category up to 100% of the assigned shift.
Provide technical guidance, mentor and assist Support Professionals engaged in problem solving and help them to use resources to find answers.
Supervise the technical support professional II, provide guidance and assistance on daily basis.
Assist with agent technical development. Participate in focus groups or other related opportunities potentially with the client and members of management
Resolve difficult technical issues for both customers and Support Professionals.
Note and communicate any new/unresolved issues relating to the products being supported.
Effectively communicate with both Support Professionals and customers and provide leadership for the Support Professionals.
Search and retrieve data from various databases. Ability to multitask with multiple applications during a chat / mail support
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Stream Global Services
Operation Team Manager
2008 - 2013
Clients : Dell Canada EMEA, HP Consumer, SFR
-Lead team members, foster their professional development and growth, and promote teamwork and cooperation.