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Bilingual Technical Support Representative

2 months ago

Belleville, Ontario, Canada Gatestone Full time
About Gatestone

Gatestone is a leading provider of outsourced Customer Contact Center and Business Process Outsourcing (BPO) services to world-class organizations. With a rich history dating back to 1926, we have established ourselves as a trailblazer in the industry.

Our Mission

We are dedicated to fostering an environment that values exceptional talent, promotes a positive workplace culture, and recognizes outstanding performance. Our mission is to deliver exceptional customer experiences while staying within our support scope guidelines.

Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing knowledgeable technical support and troubleshooting guidance to customers experiencing technical difficulties.

Key Responsibilities
  • Provide technical support and troubleshooting guidance to customers via phone and electronic communication
  • Diagnose and resolve technical problems encountered by customers
  • Consult internal software, tools, and guides to research customer issues and implement solutions
  • Document customer records with log of problems and solutions for use by other Technical Support Representatives
  • Deliver exceptional customer experience while staying within our support scope guidelines
  • Educate customers on realizing the full benefit of our products and services and look for opportunities to improve our business and elevate customer experiences
  • Promote and sell the features, advantages, and benefits of our products and services to customers
  • Employ time management and multi-tasking skills to maintain high service levels
  • Thoroughly document customer interactions and escalate potential service issues
  • Identify opportunities to improve customer service levels
  • Provide feedback to leadership teams to improve the environment
Requirements
  • Comfortable with computer systems, networking, computer components, LAN, cable, and TV setups, internet applications, browsers, and a comfort level with troubleshooting these topics patiently with customers over the telephone
  • Demonstrated customer service experience within retail, sales, or call center environments
  • Exceptional customer service and communication skills
  • Professional business manner
  • Ability to work independently and the desire to go above and beyond while contributing to a team's overall success
  • Excellent organizational and multi-tasking skills and adaptable to changing priorities and challenging situations
  • A positive 'can do' attitude and customer-focused approach that will enable you to deal with challenging situations with integrity, empathy, and sincerity
  • Must be eligible to work in Canada