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Technical Support Representative

7 months ago

Richmond Hill, Canada Connex Telecommunications Full time

Connex Telecommunications Inc. (DependableIT) is a growing outsourcing company, where we strive to provide outstanding customer service to our customers, as well as a fun and supportive environment for our employees. We know that our employees are our greatest asset. Our commitment to our employees equals our commitment to our customers; we are passionate about providing the best employee experience possible through dedicated coaching, feedback and ongoing development.

We are looking for dedicated, and enthusiastic Technical Support Representatives to join our Technical Support Department. You’ll be taking incoming calls from Internet, Digital Phone and Cable TV subscribers and troubleshooting their technical issues. You’ll help by walking them through troubleshooting steps over the phone, or sending a technician to their home to fix their issues in person.
- They are hungry for growth and committed to ongoing learning, self-fulfillment, health, and happiness
- They work to drive limitless improvement and innovation, while sharing ownership and leading by example at every step
- They support, value, and respect every team member with open communication, equal opportunity and positivity to achieve goals together.

**Schedule Availability**:Mon-Sun between hours of 7am - 1am (rotating shifts)

**Wage**: $16.65/Hour

**Office Location**:Work from home (In-office work available)

**What We Have to Offer**:

- An amazing team of coworkers and support staff
- A fun work culture that appreciates you
- Ongoing development and career advancement - We promote from within; advance your career through your actions
- Medical, Dental and Vision Benefits after 6 Months

**Working as a Technical Support Representative, You Will**:

- Provide exceptional customer service and problem solving by responding to inbound calls
- Resolve technical issues associated with customer's internet connection, cable TV and digital phone
- Have the ability to work with basic computer users who require assistance from agents who are patient and are strong communicators
- Ability to work from home
- Be an active listener who can show empathy and patience in a non-scripted environment
- Work in a fast paced, high volume, environment
- Be comfortable with change
- Achieve performance goals for call time, accuracy, quality, de-escalation, and customer satisfaction

**Working as a Technical Support Representative, You Should Have**:

- A Passion for helping people
- Stellar attendance and punctuality are a must
- Minimum 1-year customer service experience preferred
- Ability to receive and implement ongoing feedback / coaching
- Exceptional customer service and interpersonal phone etiquette skills
- Comfortable with technology, the Internet, Windows, and competent typing skills
- Ability to successfully employ de-escalation strategies
- Strong oral/written communication skills
- Must be results oriented
- Motivated to be a consistent performer
- Availability to be scheduled between 7am and 1am Mon-Sun

**Additional information**:

- #INDHP