Customer Service and Technical Support Expert

2 weeks ago


Sydney, Nova Scotia, Canada OneMCI Full time

Job Summary

We are seeking a highly motivated and dedicated Technical Support Representative to join our team at OneMCI. As a key member of our team, you will provide outstanding customer service, technical support, and sales assistance to our valued customers.

About the Role:

As a Technical Support Representative, you will be responsible for handling inbound and outbound contacts in a courteous, timely, and professional manner. You will earn first call resolution through problems solving and effective call handling, research systems to find missing information as applicable, and coordinate with other departments to resolve issues when needed.

You will accurately document and process customer claims in appropriate systems, utilize knowledge base and training to accurately answer customer questions, and comply with requirements surrounding confidential information and personal information. You will also escalate customer issues to the appropriate staff and managerial for resolution as needed, attend meetings and training, and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes.

Responsibilities:

  • Handle inbound and outbound contacts in a courteous, timely, and professional manner.
  • Earn first call resolution through problems solving and effective call handling.
  • Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed.
  • Accurately document and process customer claims in appropriate systems.
  • Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
  • Comply with requirements surrounding confidential information and personal information.
  • Escalate customer issues to the appropriate staff and managerial for resolution as needed.
  • Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes.
  • Adhere to all attendance and work schedule requirements.

Requirements:

  • Must be 18 years of age or older.
  • High school diploma or equivalent.
  • Excellent organizational, written, and oral communication skills.
  • The ability to type swiftly and accurately (20+ words a minute).
  • BASIC knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
  • BASIC understanding of Windows operating system.
  • Highly reliable with the ability to maintain regular attendance and punctuality.
  • The ability to evaluate, troubleshoot, and follow-up on customer issues.
  • An aptitude for conflict resolution, problem-solving, and negotiation.
  • MUST BE customer service oriented (empathetic, responsive, patient, and conscientious).
  • Ability to multi-task, stay focused, and self-manage.
  • Strong team orientation and customer focus.
  • The ability to thrive in a fast-paced environment where change and ambiguity prevalent.
  • Excellent interpersonal skills and the ability to build relationships with your team and customers.

Working at OneMCI

We are a team-oriented company that values diversity and inclusivity. Our mission is to deliver exceptional experiences and drive optimal performance for our clients. We strive to create a work environment that is engaging, fun, and supportive of employee growth and development.



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