Tech Support

3 weeks ago

Kitchener, Canada Megawire Inc. Full time

**Position Overview**

Project a professional company image for all interactions when serving wireless internet customers and prospective customers by:

- Answering inquiries & determining requirements
- Taking orders & arranging installations
- Troubleshooting & resolving problems
- Providing information & fulfilling requests
- Maintaining databases

**Main Job Tasks & Responsibilities**
- Route calls to appropriate person or department
- Research required information using available resources
- Manage & resolve customer complaints; identify & escalate priority issues
- Provide customers with product & service information
- Update existing customer information as required
- Follow up customer calls where necessary
- Document all call information & complete call logs according to standard operating procedures
- Work with Field Technicians to ensure work orders are complete, understood, and applicable equipment and supplies are set aside
- Enhance the company's reputation by accepting ownership for accomplishing new & different requests; exploring opportunities to add value to job accomplishments

**Education & Experience**
- Minimum high school diploma or equivalent; college graduate in relevant technical discipline preferred
- Strong command of English (verbal and written)
- Knowledge of customer service principles and practices
- Knowledge of and experience in a call centre or technical support environment
- Knowledge of administrative & clerical processes

**Essential Skills & Qualifications**
- Basic understanding of computer networking (e.g. routers, switches, computers & other devices)
- Excellent English verbal & written communication skills
- Customer service orientation & people skills
- Solid listening skills
- Problem analysis & problem solving
- Organization skills
- Attention to detail
- Sound judgment
- Accurate data entry & typing skills (minimum of 30 wpm)
- Adaptable, especially as it relates to learning new programs & technologies
- Effective team & independent worker
- Punctual & dependable, with an excellent attendance record
- Self-starter, willing to work rotating shifts (between 7 a.m. & 11 p.m. 7 days/week)

**Employment Terms**

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

**Salary**: $16.00-$18.00 per hour

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- Holidays
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Overtime pay

COVID-19 considerations:
We follow all provincial and federal bylaws regarding Covid-19.

**Experience**:

- Tech Support: 2 years (preferred)

**Language**:

- English (required)

Work Location: One location

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