so can you please let me know if these duties match for my NOC B
I have completed 1 year and 6 months of my job as a technical support representative at a company which falls under the NOC B code. Now I wanted to change my job to client support representative role at a different company which also falls under the NOC B code. So i wanted to know that if I make this change will it be counted as a total 2 years of experience for my PR under express entry??
Below are my current job duties for tech suppport role
- Assists customers with installation, operational, maintenance and or training related inquiries for products and applications.
- Researches and handles involved or complex calls as directed.
- Follows documentation and training materials to diagnosis, resolve and escalate, when necessary, customers’ calls.
- Enters all call activity into online Technical Support database and provides documented information to the Knowledge Base.
- Serves as customer contact on technical and service related problems both internal and external
- Diagnoses mechanical, hardware, software and systems failures using established procedures.
- Operates under moderate supervision.
- Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.
- May schedule service calls and escalate to other departments for customer support.
- Performs all duties on time and is proactive in improving customer relations and internal processes.
Below are the job duties for client support role
Communicating with existing clients (inbound and outbound)
Responding to client requests, tracking and reporting issues and keeping the client informed of incident progress and impending actions
Collaborating with peers regarding issues and solutions and escalating issues as required
Monitoring all of the metrics associated with commitment to the customer
Tracking and reporting program sustainability
Providing guidance, support and feedback for new programs
Identifying areas of opportunity (breadth penetration) and supporting the company’s current dealer and manufacturer programs