Technical Voice Process Job Description Template
In the Technical Voice Process role, you will be responsible for managing inbound and outbound calls to resolve technical issues faced by customers. This includes diagnosing technical problems, offering solutions, and ensuring a high level of customer service and satisfaction.
Responsibilities
- Handle inbound and outbound customer service calls related to technical issues.
- Diagnose and troubleshoot technical problems over the phone.
- Provide accurate and courteous technical support to customers.
- Document customer interactions and troubleshoot steps accurately.
- Collaborate with internal teams to escalate and resolve complex issues.
- Maintain up-to-date knowledge of company products and services.
- Achieve set performance targets and KPIs.
Qualifications
- High school diploma or equivalent; a degree in a relevant field is a plus.
- Prior experience in a technical support role or customer service.
- Strong verbal communication skills.
- Ability to diagnose and troubleshoot technical issues effectively.
- Excellent problem-solving skills and attention to detail.
- Ability to work in a fast-paced environment.
- Basic knowledge of computer systems and office software.
Skills
- Technical troubleshooting
- Customer service
- Verbal communication
- Problem-solving
- Time management
- CRM software
- Basic computer knowledge
Frequently Asked Questions
A Technical Voice Process professional primarily engages in handling customer queries and issues over the phone, related to technical products or services. They diagnose problems, offer solutions, and provide technical guidance. Their role involves maintaining customer satisfaction by resolving issues efficiently and escalating more complex problems to technical support teams when necessary.
To become a Technical Voice Process specialist, candidates typically need a high school diploma or equivalent; however, some employers prefer a degree in information technology. Proficiency in communication and troubleshooting is crucial, often supplemented by training in specific technical products. Experience in customer service also enhances employment prospects in this role.
The average salary for a Technical Voice Process role varies based on experience, location, and the specific industry. Factors such as the company size and the complexity of the technical products supported can also influence pay. Entry-level positions might earn less, while experienced professionals could see significant salary increases.
Qualifications for a Technical Voice Process job often include a high school diploma or equivalent and strong communication skills. Many employers favor candidates with IT-related certifications or experience. A good understanding of the products or services offered by the employer and prior customer service experience are beneficial.
A Technical Voice Process expert must possess excellent communication and active listening skills to address and solve customer technical issues. Key responsibilities include managing phone calls, documenting customer interactions, providing solutions, and escalating unresolved problems. Strong knowledge of technical products and problem-solving skills are essential for success in this role.