Tech Support Associate

3 weeks ago

Mississauga, Canada Technomatics Full time

Ascertain problem description
- Perform speedy analysis and issue resolution (preferably without external help)
- Provide advice to clients or partners on technical questions
- Escalate or reassign problem tickets to internal or external experts
- Recommend service improvements

Core Competencies
- Effective verbal communication with clients over the phone
- Questioning skills
- Customer Service skills
- Interpersonal Skills (Verbal and Non Verbal)
- Problem Solving skills
- Rapport Building Techniques
- Advanced skills in computer systems (MS Excel, MS Edge, TCP/IP)
- Able to problem solve under pressure

**Qualifications**:

- Minimum 2 year experience in a technology support role.
- Outstanding approach to teamwork, collaboration and communication
- PC Hardware and Software troubleshooting experience
- Ability to discuss and resolve complex issues over the telephone
- Superior written and verbal communication skills along with strong problem solving and organizational skills; ability to facilitate
- Ability to understand the importance of SLA’s and delivering to client’s expectations
- Ability to function efficiently without direct supervision
- Excellent customer service skills with a professional demeanor at all times
- Advanced trouble-shooting and problem solving skills for dealing with escalated issues; ability to visualize a problem or situation and think abstractly to solve it

General Requirements
- Analyze internal and external client issues relating to technical support, and provide answers by identifying problems; sourcing answers; guiding client through corrective steps
- Analyze and/or isolate the root cause of issues
- Maintain and record issues in a clear and concise manner using the various Customer Support Centre tools
- Maintaining technical knowledge and learning new products as required
- Participate in special service-related meetings that are convened to address escalated issues
- Maintain a friendly presence and helpful attitude
- Understanding of the fundamental operations commonly used software, hardware, and other equipment in order to provide technical guidance for escalated issues
- Ability to multitask effectively during busy times; exercise patience and professionalism during stressful situations and when dealing with clients and subordinates
- Effective conflict resolution skills
- Other duties as assigned by the Customer Support Centre Manager

Education and Training
- Post-Secondary education in Information Technology
- Previous helpdesk or call centre experience would be an asset
- A + Certification will be highly considered but not a pre-requisite
- Proficient with Windows OS platforms (PC and Server)
- Familiarity with a helpdesk Ticketing system considered an assetAs the front line service point, the Technical Support Representative is expected to:

- Ascertain problem description
- Perform speedy analysis and issue resolution (preferably without external help)
- Provide advice to clients or partners on technical questions
- Escalate or reassign problem tickets to internal or external experts
- Recommend service improvements

Core Competencies
- Effective verbal communication with clients over the phone
- Questioning skills
- Customer Service skills
- Interpersonal Skills (Verbal and Non Verbal)
- Problem Solving skills
- Rapport Building Techniques
- Advanced skills in computer systems (MS Excel, MS Edge, TCP/IP)
- Able to problem solve under pressure

**Qualifications**:

- Minimum 2 year experience in a technology support role.
- Outstanding approach to teamwork, collaboration and communication
- PC Hardware and Software troubleshooting experience
- Ability to discuss and resolve complex issues over the telephone
- Superior written and verbal communication skills along with strong problem solving and organizational skills; ability to facilitate
- Ability to understand the importance of SLA’s and delivering to client’s expectations
- Ability to function efficiently without direct supervision
- Excellent customer service skills with a professional demeanor at all times
- Advanced trouble-shooting and problem solving skills for dealing with escalated issues; ability to visualize a problem or situation and think abstractly to solve it

General Requirements
- Analyze internal and external client issues relating to technical support, and provide answers by identifying problems; sourcing answers; guiding client through corrective steps
- Analyze and/or isolate the root cause of issues
- Maintain and record issues in a clear and concise manner using the various Customer Support Centre tools
- Maintaining technical knowledge and learning new products as required
- Participate in special service-related meetings that are convened to address escalated issues
- Maintain a friendly presence and helpful attitude
- Understanding of the fundamental operations commonly used software, hardware, and other equipment in order to provide technical guidance for escalated issues
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