Description:
Assists in the development of culture adaptability, customer handling related soft skills for technical support agents through the provision of ongoing assistance to an assigned team using a variety of coaching methods such as coaching session and on-the-job training.
Main Responsibilities:
• Provides mentoring to identified technical agents on a "one to one" basis on a theoretical and/or practical basis in coaching sessions to improve the agents level of culture or customer handling procedural knowledge.
• Conducts regular mentoring sessions with technical agents as requested by the Technical Support Team-Leader.
• Identifies and prepares regular listing of improvement priorities. These can be either technical or procedural and will be used as the basis for coach sessions.
• Spend a substantial amount of their time taking customer calls as business needs require.
• Assist on interviewing to identify higher potential candidates to take the technical agent job.
• Assist on designing knowledge development and assessment methods in the particular areas.
• Undertakes any other activities as required by the operation.
Requirements:
• Thorough knowledge of Northern American culture
• Outstanding mentoring and teaching ability
• Committed to self-development and the subsequent development of others.
• Basic knowledge of IT
• Familiar with customer service practices
• Ideally 3 years' experience in a technical support environment
• Excellent Customer and Telephone skills with good analytical Skills
