Technical Support Representative Tier 1

2 weeks ago

Regina, Canada Access Co Full time

Technical Support Representative Tier 1 in Regina

Access Communications is a fast paced, dynamic organization, with a positive work environment. As one of Saskatchewan’s Top Employers, one of Achievers 50 Most Engaged Workplaces and as a 100% Saskatchewan Co-operative, we offer competitive wages and a comprehensive benefits package.

We need your help

We are looking for some great people - technical help desk experts who love helping customers.

As a community owned co-operative, we pride ourselves on putting our customers first and being available when they need us most. This means we are looking for 24/7 open availability as shifts will include days, evening and weekends (7am - Midnight), with the possibility of overnight shifts.

What You’ll be Doing:

  • Serving as the first point of contact for customers seeking technical assistance on all product lines by phone, email, chat or tickets with the objective of first contact resolution.
  • Determining the best solution based on the issues and details provided by the customer.
  • Completing follow ups with customers, next business day, after resolution to verify the issue is still resolved. 
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions.

Experience and Skills Needed:

  • Customer experience dealing with complex issues, trouble shooting and problem resolution.
  • Demonstrate strong communication and interpersonal skills.
  • A 1-2-year technical diploma in computer or telecommunications studies.
  • Industry recognized certification such as CompTIA Network+, Cisco CCNA, CCT would be preferred.
  • A good understanding of computer systems, mobile devices, Televisions, and other interconnected devices.
  • Strong analytical skills, the ability to visualize, gather accurate information, articulate, analyze and handle complex problems.
  • Proven experience as a help desk technician or other customer support role.
  • Clear Criminal Record Check. 
  • Open availability to work a variety of shifts including days, evenings and weekends.
  • A passion for and responsibility to the customer.
  • A passion for the work you do and how you do it.
  • A strong work ethic – reliable and committed.
  • A passion for learning.
  • A love of volunteering your time to help others.
  • A willingness to collaborate with other team members.

What’s In It for You?

  • Excellent salary - $25.33/ hour, plus sales incentives
  • Health, Dental and Vision benefits.
  • Company matched pension plan.
  • Health and Wellness benefits.
  • Flexible work environment.
  • Employee discounts on all products and services.

Sound Like a Good Fit? We’d love to talk to you Please submit the following to apply:

  • Resume of your employment history.
  • Cover letter explaining why you want to work on the technical help desk with a focus on providing a great customer experience.

Applications are due by Friday, July 5th, 2024.

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