Customer & Technical Support Representative

2 weeks ago

Saint John, Canada Recrute Action Full time
Customer & Technical Support Representative
Our client in the printing industry is looking for 3 dedicated and customer-focused individuals to join their team as Customer & Technical Support Representatives. These roles are critical in ensuring an exceptional customer experience by resolving service concerns promptly and professionally. The ideal candidates will leverage their technical skills and communication abilities to address and resolve customer issues efficiently.

What is in it for you:
• Hourly salary of $17.50.
• 12-month contract.
• Full-time position: 37.50 hours per week.
• Weekday schedule between 8:00 am and 10:00 pm.
• On-site work in a dynamic environment.
• Join a passionate and inclusive team of professionals.

Responsibilities:
• Customer Experience: Provide an exceptional customer experience with effective listening skills, empathy, and a sense of urgency. Resolve service concerns and diffuse situations when necessary.
• Technical Support: Address customer hardware, software, and networking issues at the first point of contact using company systems, CareAR, and other software tools.
• Communication: Proactively communicate the benefits of remote diagnostics and issue resolution.
• Escalation Management: Handle escalated customer issues through negotiation and escalate urgent matters to the appropriate team when necessary.
• Knowledge Contribution: Contribute to knowledge systems to improve solutions provided to customers.
• Major Account Processes: Execute processes specific to major account customers to ensure service level agreements are met.
• Policy Feedback: Provide feedback on policies and procedures to continuously enhance the customer experience.
• Product Knowledge: Maintain up-to-date knowledge of products and software.
• Performance Metrics: Focus on delivering great experiences and resolving technical issues, making sound business decisions with each interaction.
• Professional Representation: Represent the company to customers and partners in a friendly, professional, and ethical manner.

What you will need to succeed:
• Post-secondary education is an asset.
• Technical support experience is advantageous.
• Experience troubleshooting technology issues (e.g., Xbox, PlayStation, mobile devices, software, computers, printers) is beneficial.
• Strong problem-solving skills.
• Effective communication skills, both written and verbal.
• Ability to deliver results independently and as part of a team.
• Critical thinking and decision-making abilities.
• Multitasking with attention to detail.
• High level of self-motivation and achievement.

Why Recruit Action?
Recruit Action (agency permit: AP-2000003) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.

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