Technical Support Specialist

1 month ago

Markham, Ontario, Canada CB Canada Full time
Job Summary

CB Canada is seeking a skilled Technical Customer Service Helpdesk Specialist to join our team. As a Technical Customer Service Helpdesk Specialist, you will be responsible for providing technical assistance and support to customers, troubleshooting installation issues, and providing product solutions for their network environments.

Key Responsibilities
  • Technical Support: Identify, investigate, and resolve customer problems with computer software and hardware.
  • Customer Solutions: Identify, investigate, and advise customer solutions to Sales based on feedback of customer requirements.
  • Communication: Field support calls, chat, and/or other communication from customers with inquiries regarding product configuration, network connectivity, and similar concerns.
  • Problem-Solving: Apply knowledge of product software, hardware, and networking concepts to solve problems.
  • Diagnostic and Troubleshooting: Guide customers through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
  • Collaboration: Collaborate with other sales/support staff to research and resolve problems.
  • Product Knowledge: Maintain knowledge of technology innovations and trends.
  • Additional Duties: Perform other related duties as assigned.
Requirements
  • Communication Skills: Excellent verbal and written communication skills.
  • Interpersonal Skills: Excellent interpersonal and customer service skills.
  • Telephone Manner: Professional and pleasant telephone manner.
  • Technical Skills: Ability to explain technical issues to technical and nontechnical customers.
  • Analytical Skills: Analytical and problem-solving skills.
  • Networking Concepts: Proficient with or the ability to quickly learn an array of networking concepts.
Preferred Qualifications
  • Education: College diploma/degree or related field preferred.
  • Certifications: CCNA, ACDA, JNCIS or MCSA would be beneficial.

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