Technical Support Specialist

Job description:
Resposibilities
Handle customer interactions across voice, chat, and digital platforms while maintaining consistent quality and brand tone.
Deliver premium, white-glove technical support across voice and digital channels, ensuring brand-aligned communication and ownership of the end-to-end customer experience.
Diagnose and resolve technical issues related to client devices, home theatre systems, and the client app.
Focus on achieving first-contact resolution by thoroughly addressing customer concerns and minimizing repeat interactions.
Maintain accurate and detailed case notes within CRM platforms to ensure proper tracking and follow-up.
Consistently meet established performance targets, including SLA adherence, customer satisfaction scores, quality standards, and productivity metrics.
Identify situations that require advanced expertise and escalate complex cases to the appropriate teams.
Stay informed about the latest product updates, featu...