Cable Technical Support

5 days ago

Quebec City, Canada Sitel Group Full time

FULL-TIME - WORK FROM HOME

The Cable Customer Support Agent will handle inbound calls from customers who need assistance with their technical issues, linked to their Cable TV services. You must be technically savvy, detail oriented, and enjoy solving problems both imaginatively and resourcefully. You will be taking back to back calls solving each customer's problem promptly and effectively. For this position, attention to detail is key to offering the customer one call resolution. You must have the passion to connect and build a rapport with a variety of customers and assist with their changing needs. Additionally, there is a sales component to the role where you will be required to promote products and services on calls.

This position requires strong computer skills, and the ability to navigate through multiple systems to research information and troubleshoot.

Applicants without strong computer skills will not be considered.

**Responsibilities**:

- Deliver first class service and customer support. Focused on First Call resolution and the customer experience.
- Interact with customers to answer any questions, provide information in response to inquiries, concerns, requests about products and services.
- Educate customers on current product features, service offerings, billing, charges, and overall product value.
- Offer alternative solutions where appropriate with the objective of retaining customers' business.
- Utilize proactive retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs.
- Accurately process and record call transactions using a computer and designated software.
- Troubleshooting customer issues.
- Adherence to process and procedures.
- Identify and escalate priority issues.
- Efficiently complete all necessary system work and documentation.
- Follow-up and make scheduled call backs to customers when necessary.

**Requirements**:

- High school diploma or equivalent.
- One or more years of customer service or retail sales experience is an asset.
- Exemplary attendance and punctuality.
- Intermediate level of keyboarding skills
- Basic PC navigation skills, including basic search engine experience, browser navigation, typing in URL's, completing forms online, bookmarking a site etc
- Ability to navigate through multiple systems and internet pages.
- Effective in verbal and written communication.
- Open availability: flexible to work any shift provided.
- Ability to build customer loyalty and exceed expectations.
- Meet customer satisfaction, efficiency metrics and issue resolution targets.

**Preferred requirements**:

- Experience with providing customer service in a work from home environment.
- Prefers working in a virtual, self-management/self-motivated type of environment.

**In-home Technical Requirements**:

- Dedicated home office or workspace that is free of distractions with a door and desk for equipment
- Monitor
- Personal PC Requirements:

- WINDOWS OPERATED desktop computer, laptop, or all-in-one computer
- Operating System - Windows 10 or higher, if using MAC needs to be OS10 or higher
- Supported Browser - Internet Explorer
- Hard Drive - 2GB or better
- Memory - 1.0 GBs or better of RAM
- CPU Speed - Minimum of Dual Core Processor with 1.0 GHz
- High Speed Internet Requirements:

- Internet Speed - Upload/ Download - 5.0 MBPS (5000 KBPS) or higher
- Hardwired with ethernet Cable
- No USB or Wireless Connections
- USB Headset

**Required qualifications, skills and experience**

**This is the right job for you if you're able to**:

- Speak on the phone and use a computer
- Empathize and be friendly with people you've never met
- Use logic and solve problems
- Be part of a team

**Desired qualifications, skills and experience**

**Nice to have (but not required)**:

- Customer service background
- Experience with financial services, healthcare, technology companies, or something similar

**About SYKES**

Every time a Sitel customer service representative takes a call they have the chance to help someone answer a question, solve a problem, or find something they need. Helping others, we find meaning in our jobs, while working with people who become friends and who are fun to work with. With supportive, caring leadership, our reps enjoy ongoing career opportunities. Serving clients in an array of businesses, our call reps learn about some of the most exciting and leading industries in today's economy.

**EEO statement**

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sitel Group is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Sitel Group is proud to be an equal employment opportunity employer. Sitel Group is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race

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