Overview
E-mark is looking for a Technical Support Specialist for Call Center.
Responsibilities:
- Receive incoming calls from customers
- Register and process requests, complaints, and issues received during calls
- Analyze and identify customer needs, offering appropriate solutions
- Provide first-level technical support to customers and escalate complex issues to the relevant departments
- Deliver service in accordance with the company’s procedures and protocols
- Ensure continuous customer support for using the company’s system
- Provide online support when necessary
- Document technical issues related to the system and forward them to the appropriate departments
- Enter and update customer data in the system
- Prepare service reports on a daily, weekly, and monthly basis
- Handle documentation in compliance with company procedures and protocols
- Collaborate with various company departments and share necessary information
- Maintain a customer-oriented approach and build positive relationships to ensure high customer satisfaction
Required Qualifications:
- Higher education (a technical degree is an advantage)
- Excellent knowledge of Armenian and Russian (English is a plus)
- Experience in a call center (preferred but not required)
- Ability to concentrate and work effectively under pressure
- Quick decision-making skills
- Strong sense of responsibility and willingness to learn continuously
- Strong communication skills
- Conflict resolution skills
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