TSE’sprimary responsibility is to raise by end-users by providing timely technical and professional mentoring in a leveraged manner. It is paramount for the TSE to have good leadership with excellent technical skills in which will aid team members. As a member of Razer TSE the roles expects willingness to learn and constantly improve knowledge. The TSE is expected to deliver services against KPIs and performance will be measured on ; call monitoring, case reviews, CSAT for both customer and client, adherence to further Technical Supportresponsibilities as below :
Primary Job Functions:
Ensure all Departmental SLA’s and performance metrics are met appropriately, including case management and Customer Satisfaction survey.
Ensure contingency planning and backup support to agents in providing customer service & Technical based phone & email support to Razer customers.
Ensure efficiency of calls/emails exceeding Razer set expectations.
Ensure first touch resolution and quality of calls/emails exceeding Razer set expectations.
Accurately record and update customers’ cases into Case Management System and additional trackers following appropriate processes.
Provides accurate and understandable information to all customers and support partners.
Ensure all customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow through in all cases.
Ensure all follow ups by the team are done in a timely manner.
Maintain high level of customer satisfaction whilst maintain a professional manner.
Be familiar with all policy, processes, and product knowledge and escalation paths.
Ensure the end to end experience for all customers is at a high level of customer satisfaction.
Ensure all case tracker and Case Management System information is accurate.
Ensure all telephony issues are escalated immediately if not functioning appropriately.
Working hours as per county which is supported.
Manage virtuous time management skills ; managing team’s backlog, correctly set customers’ expectations, customers updates and case status efficiently