Technical Support Advocate
1 month ago
SUMMARY:
Reporting to our Technical Support Supervisor as our Technical Support Specialist, the troubleshooting and critical thinking skills you bring will see you succeed. You are enthusiastic about providing exceptional customer support by ensuring we process and implement our services in a timely and effortless manner. We Believe in Doing “WHAT’S RIGHT” by our customers
KEY RESPONSIBILITIES:
- Take ownership of customer’s technical issues and see problems through to resolution.
- Guide our customers through the troubleshooting process by working closely to gather the appropriate information.
- Engage the escalation team for assistance with unresolved queries.
- Coordinate with other departments and/or carriers when required.
- Be an ambassador for the customer by identifying improvements, providing feedback, and proposing solutions.
- Provide Exceptional Customer Service.
WORKING CONDITIONS:
- Hours of work: Must be able to work 8 hours shifts Monday to Sunday between 8 am and 12 am- Schedule provided one month in advance.
- Role is 100% remote.
- In this role you will be sitting for extended periods, multitasking, data entry and speaking with customers.
- Demanding environment, requiring attention to details, use of multiple tools in making decisions, extended periods of concentration, managing stakeholders, de-escalating demanding situations, etc.
TOOLS & TECHNOLOGY USED:
- DSL/Cable high-speed internet.
- A webcam for team meetings and ongoing training.
- The home office should be a hazard-free, private, personal space and quiet. A video tour of said space may be requested.
CREDENTIALS:
- High School Diploma, Post-Secondary education or equivalent.
- 1-2 years of call center experience or relevant technical experience.
- Microsoft Office Suite: Word, Outlook, Teams.
- Keen interest in home networking and home computing.
LANGUAGE REQUIREMENTS:
- Must be fluently bilingual in French and English to read and write for this role since we support customers across Canada and respect the customers' rights for French speaking requirements as well as documenting tickets in the respective languages.
SKILLS & ABILITIES:
- Passion for being best in class in everything we do.
- Comfort with the rapid change that continually challenges the status quo to continuously improve.
- Relentless curiosity, a drive to think creatively, to do things better for our customers, colleagues, and our business.
- Superior analytical and critical thinking skills, with diligence.
- Demonstrated ability to lead, develop and mentor.
- Strong people skills for effective interaction with employees and third parties.
- Strong organizational and time management skills.
- Solid decision-making skills and the ability to exercise professional judgment.
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