Technical Support Representative

• Provides Technical support/Sales to D-Link customers through the following lines - Voice (Inbound and Outbound), Chat & Email
• Provides first line voice, email, and chat support to D-Link customers.
• Troubleshoot Networking devices such as ADSL modems, routers, switches, Network Storage, IP Cameras, etc.
• Handle customer inquiries via telephone, email and chat.
• Maintains communication equipment by reporting problems.
• Ability to understand customers’ needs and provide appropriate solution and attention.
• Ability to address Customers’ technical concerns on a timely manner.
• Deliver quality query handling services to assist the customers in their request.
• Making follow-ups for customers asking for call back.
• Updates job knowledge by studying new product descriptions; participating in educational opportunities.
• Performs other duties or projects as assigned.

Requirements:

• Familiar with networking devices like Router, IP cameras, Network Storage, Access points, etc.
• Degree or Diploma in Computer Science or Information Technology, or in any related field
• Computer networking certification is an advantage but not required
• Proficient in relevant computer applications
• Proficient in all major computer Operating Systems - (Macintosh and Windows)
• Required language proficiency
• Knowledge of call center telephony and technology
• Experience in a call center environment as a technical support is an advantage
• Enthusiastic and communicative, pro-active and takes pleasure in giving higher-than-expected quality service to customers.
• Must be a Team player
• Above average English Verbal and Written Communication Skills
• Problem Analysis and Problem-Solving Skills
• Must be flexible / willing to work in shifting schedules and able to work during public holidays