Technical Support Specialist Tier 1

About WHC Tunis:

WHC Tunis is a technical support solutions center, based in Tunis, Tunisia. We’re a team of passionate web professionals providing small businesses and entrepreneurs with the means to succeed online.

Since 2014, WHC.TN has set the highest standard for its expert technical support services and 24/7 availability.

Its principal client, Web Hosting Canada, is accredited by the Canadian Internet Registry Authority (CIRA), is an official cPanel, CloudLinux, and SpamExperts partner and has consistently been ranked the #1 Canadian domain name provider by the .CA registry.

How You Fit In:

Reporting to the Team Lead, Technical Support specialists handle front-line communication with clients by email, chat and phone. They keep clients happy by helping them troubleshoot issues, resolving any problems or frustrations they may have, and suggesting solutions, services or products that may fit their needs.

L1 support agents should be effective communicators, have a very solid understanding of our products, services, and systems, and have the necessary soft skills to defuse situations with clients before they become problems.

You Will Make An Impact By:

• Respond to live calls, chats and L1 support tickets in English & French, carefully documenting each intervention and ensuring client satisfaction.
• Assist L2 and L3 agents with migration, translation, and other issues requiring communication with the client
• Help identify and report generalized issues (NOCs), either as reported by clients.
• Participate in the provisioning of services requiring manual activation steps (such as SSLs and IPs)
• Identify Sales opportunities (Leads) and log them for follow-up.
• Assist new clients with onboarding, advising them on the right product according to their business and technical needs (web hosting & Domains)

Qualifications:

• Excellent communicator, both spoken and in writing.
• Problem solver.
• Good typing speed: 40+ Words per Minute (WPM).
• Bilingual: English & French.
• Computer-savvy.
• Experience in a call center or in a related technical field (such as hosting) is highly preferred.