Mouaad S.

Technical Support Specialist @Concentrix

Warsaw, PL

Technical Support for all the French speaking countries- Adhere to and effectively navigate the escalation path, liaising with L2 and L3 support tiers as necessary to ensure timely and satisfactory issue resolution- Diagnose and rectify an extensive scope of rudimentary and recurring technical complications concerning hardware, software, and network, as well as client-specific products, utilizing systematic methodologies and advanced diagnostic tools-Assist external users of the client\'s technical products or services; identify, investigate, research and provide resolution to user questions and problems- Collaborate closely with the product engineering, mentorship, and refurbishment teams to align strategies, share knowledge, and ensure the provision of consistent and superior customer support- Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products- Follow appropriate escalation path to resolve technical issues- Technical solutions for the unstructured and require extensive use of conceptual thinking skills- Elicit and clarify end-user requirements with strong probing skills, ensuring a comprehensive understanding of the customer\'s problem before crafting and implementing a suitable solution.