Technical Support Specialist

1 month ago


Markham, Ontario, Canada CB Canada Full time

Technical Customer Service Helpdesk Specialist

CB Canada is seeking a skilled Technical Customer Service Helpdesk Specialist to join our team in Markham, ON. As a Technical Customer Service Helpdesk Specialist, you will provide technical assistance and answers to customer questions, assisting them by troubleshooting installation or providing product solutions for their network environments.

Key Responsibilities:

  • Identify and resolve customer problems with computer software and hardware.
  • Investigate and advise customer solutions to Sales based on feedback of customer requirements.
  • Field support calls, chat, email, and/or other communication from customers with inquiries regarding product configuration, network connectivity, and similar concerns.
  • Apply knowledge of product software, hardware, and networking concepts to solve problems.
  • Guide customers through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
  • Collaborate with other sales/support staff to research and resolve problems.
  • Collaborate with programmers to explain nonconformances and/or recommend features in products.
  • Maintain knowledge of technology innovations and trends.
  • Perform other related duties as assigned.

Requirements:

  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Professional and pleasant telephone manner.
  • Ability to explain technical issues to technical and nontechnical customers.
  • Analytical and problem-solving skills.
  • Proficient with or the ability to quickly learn an array of networking concepts.

Preferred Qualifications:

  • College diploma/degree or related field.
  • CCNA, ACDA, JNCIS or MCSA would be beneficial.


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