Technical Support Agent

Description

Job Summary: The Visit Confirmation Agent contacts customers to validate technical visit details, maximizing success rates and minimizing no-shows through effective communication. Key Highlights: 1. Proactive contact and technical visit confirmation. 2. Handling objections and rescheduling appointments. 3. Accurate system updates and data verification. **JOB OBJECTIVE** The Visit Confirmation Agent is responsible for proactively contacting customers to validate and confirm scheduled technical visit details. The primary objective is to maximize visit success rates and minimize schedule no-shows through effective, professional, and accurate communication. **RESPONSIBILITIES** * **Contact and confirmation:** Make calls or send communications (email/SMS) to customers to confirm the date, time, and location of technical visits with the required advance notice. * **Handling objections:** Address customer concerns or objections regarding timing or scheduling, seeking to reschedule appointments to maintain technician route efficiency. * **System updates:** Immediately and accurately record each contact outcome (confirmed, rescheduled, canceled) in the appointment management system. * **Data verification:** Verify that the customer’s address and contact information are correct at the time of confirmation to prevent logistical errors. **KEY STRENGTHS** * Persuasive and empathetic communication skills. * Attention to detail and administrative accuracy. * Focus on operational efficiency. * Frustration tolerance and handling of difficult customers. **SKILLS AND COMPETENCIES** * **Effective telephone communication:** Ability to quickly establish rapport over the phone, speaking clearly, courteously, and persuasively. * **Attention to detail and accuracy:** Essential for managing appointments, dates, times, and addresses without error. * **Multitasking ability:** Capacity to handle a high volume of contacts and efficiently manage one’s workload queue. * **Customer orientation and patience:** Maintaining a professional and empathetic tone even when dealing with difficult customers or last-minute changes. **REQUIREMENTS** * **Experience:** Minimum 1 year of experience in call center, customer service, appointment scheduling, or telemarketing roles. * **Knowledge:** Functional proficiency with ticketing systems or CRM platforms, and strong working knowledge of Microsoft Office tools. * **Education:** Bachelor’s degree or Engineering degree in Information Technology, Communications, Administration, or related field. **WORK SCHEDULE** * **Schedule:** Monday to Friday, 9:00–18:00 hrs., plus 5 consecutive hours on Saturdays (schedule may vary according to technical planning). Employment type: Full-time Salary: $10,500.00 – $12,500.00 per month Benefits: * Savings fund * Option for indefinite-term contract * Life insurance * Free uniforms * Grocery vouchers Language: * English (Desirable) Workplace: On-site employment