I am also unsure about my NOC Code based on the following duties:
Provide basic Q&A support to clients with:
- Connects and communicates with potential clients by phone using the online portal, and recommends appropriate services based on the client's description of the situation.
- Uses good customer service skills to appropriately greet clients, determine needs, make recommendations, and ask for their decision.
- Recommends solutions that are appropriate and applicable to the client's needs or desires.
- Connects clients with Senior Experts for more intensive assistance, passing relevant information to the experts and clearly communicating the process to the clients.
- Maintains high levels of professionalism, courtesy, and customer service throughout all client interactions.
- Performs diagnostics and Q&A support to client units by phone using remote desktop software.
- Probes for information regarding technical challenges and diagnoses most issues.
- Installs, runs, and interprets results from diagnostics utilities.
- Assists clients with installation and issue resolution.
- Troubleshoots non-computer technology to resolution.
- Limited troubleshooting of computer technology within SOP.
- Researches and resolves inquiries to ensure client retention and satisfaction.
- Diagnoses and tracks information in the contact center system.
- Possesses a good understanding of the organization's products and services for the purpose of offering recommendations to purchase.
- Uses only approved software tools at all times.
- Achieves targets on KPIs assigned by leadership.
- Demonstrates flexibility to work in other departments.
- Ensures schedule adherence.
Provide basic Q&A support to clients with:
- Apple computers
- PC-based computers
- Tablets
- Cellular devices
- Other connected devices