Customer Success Technical Representative

3 months ago

Burlington, Canada CCi Global Technologies Full time

Job description

The purpose of the Technical Support team member is to work to resolve technical support cases assigned from the case manager while maintaining a high level of customer experience. The team member will work on assigned support cases while being involved in assisting other team members. They will work collaboratively with other CCi team members to resolve cases diligently to adhere by client SLA’s.

**Responsibilities**:
The Technical Support team member has the following responsibilities as outlined below:

- Case Management and troubleshooting
- Resolve technical support cases and prioritize assigned cases from the Case Manager
- Interact with internal teams, business users and third-party vendors to trouble shoot and resolve complex problems.
- Follow metrics for reporting on key performance and quality indicators pertaining to support cases, particularly in terms of trend analysis, to assist decision making
- Adhere to the support department processes and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management)
- Accurately document and update records in required systems
- Ensure that the incidents, change, problems, and resolutions are timely and accurately updated and properly documented.
- Assist customers with questions and problems; research and provide a resolution
- Solve problems that may be unstructured and require use of conceptual thinking
- Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs)
- Maintain a CCi client experience standard.

Skills and Qualifications

The Technical Support team member should exhibit most of these skills and traits at an intermediate level:

- Communication skills. You have outstanding verbal and written abilities. You are an empathetic and active listener, able to drill down through intelligent questions and deep product knowledge. You can navigate customer anxiety, respond with urgency, and translate technical solutions for a non-technical audience.
- Flexibility. You are available to work different shifts as part of a team to ensure our customers receive excellent service.
- The ownership and drive. You’ve never met a technical problem you couldn’t solve by digging into deep research, testing, and connecting with peers. You take pride in helping people engage with technology. You are continuously seeking knowledge and opportunities. You can independently own and meet your deliverables.
- Self-motivated. Highly professional with the ability take ownership and responsibility
- A desire to learn and improve skills and knowledge
- Excellent customer service experience

**Qualifications**:

- Post-Secondary or equivalent work experience required in Computer Science or Information System
- Good knowledge of Microsoft Office 365 suite including Outlook, Word, Excel and Teams

Requirement
- In office work (4 day work week)

**Job Types**: Full-time, Permanent

Pay: $55,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Holidays
- Monday to Friday

Ability to commute/relocate:

- Burlington, ON L7P 5B1: reliably commute or plan to relocate before starting work (required)

**Education**:

- DCS / DEC (preferred)

**Experience**:

- Customer service: 4 years (required)

Work Location: Hybrid remote in Burlington, ON L7P 5B1

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