Technical Support Technician

5 months ago

Tiverton, Canada Bruce Telecom Full time

**Part Time - Technical Support Technician**

**Job Summary**:
The Technical Support Technician is responsible for helping customers use Bruce Telecom services successfully. They are responsible for diagnosing technical issues and providing the necessary support to fix the problem.

**Reports to: Director of Customer Experience**

**Duties include, but are not limited to**:

- Be the first point of contact with customers experiencing technical difficulties with any of Bruce Telecom products and services.
- Provide step by step instruction to help customers understand how to use Bruce Telecom products and services.
- Provide support to resolve customer concerns and restore service interruptions with First Call Resolution top of mind.
- Ensure trouble tickets are logged for all contacts including full details on the problem, solutions, and customer satisfaction.
- Respond effectively to customer inquiries working to shorten average call times which will shorten wait times in the queue.
- Initiate required service orders and coordinate with various departments when required.
- Take ownership for customers and their concerns ensuring proper escalation when required, and follow up directly with the customer to keep them informed.
- Develop and maintain technical tips, procedures, sources of information and departmental tools.
- Promote Bruce Telecom Products and Services and recommend new products/services where appropriate.
- High level of accuracy and attention to detail is required.

**Other Responsibilities**
- Complete other duties as assigned to ensure the overall success of the company

**Educational Requirements**:
Post-secondary education in in Computer Technology or equivalent experience
Experience in Customer Service

**Required Qualifications, Skills, and Experience**:
Strong troubleshooting ability
Possess strong conflict management skills
Exceptional customer service and relationship skills
Excellent Computer skills
Ability to learn new technology with ease
Experience in the Telecommunications industry is an asset
Strong interpersonal skills

Proven ability to think critically to analyze and solve problems
Ability to handle and prioritize multiple tasks
Valid Driver’s License

**Working Conditions**:
Work in an office environment and retail store location
Shifts include: days, evenings, weekends
Required to interact with the public/customers
Work with telephone, computer, and network equipment
Communication with other departments within the company
Required to work at any location based on business need
Work independently

**Physical Demands**:
Considerable time spent sitting at a work station using a keyboard and mouse
Communicating using the telephone
May be required to lift up to 15lbs
Prolonged sitting

**Mental Demands**:
Ability to handle and prioritize multiple tasks
Potential for increased stress level
Ability to de-escalated conversations/situations
Interacting with the public/customers

**Hours of Work**: 25 hours per week

**Job Type**: Part-time
Part-time hours: 25 per week

**Salary**: From $21.09 per hour

Ability to commute/relocate:

- Tiverton, ON N0G 2T0: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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