Technical Support Specialist

1 week ago

Toronto, Ontario, Canada Tech Mahindra Full time
Job Summary

We are seeking a highly skilled Technical Support Associate to join our team at Tech Mahindra. As a key member of our support team, you will be responsible for providing exceptional technical assistance to our customers.

Key Responsibilities
  • Technical Support: Provide step-by-step instructions to help customers troubleshoot and resolve common technical issues, such as connectivity and VoIP registration issues.
  • Customer Education: Educate customers on product functionalities and troubleshooting steps to empower them to resolve common issues independently.
  • Issue Resolution: Handle customer complaints and concerns with empathy and professionalism, ensuring timely resolution and customer satisfaction.
  • Support Ticket Management: Create, update, and manage support tickets, ensuring accurate documentation of customer issues and resolutions in the CRM system.
  • Collaboration: Collaborate with other teams, including Network Operations, Customer Service, and Dev support, to address customer issues comprehensively and ensure a seamless customer experience.
Requirements
  • Technical Background: Basic technical background and strong analytical and problem-solving skills.
  • Language Skills: Fluency in English and French.
  • Customer Service Skills: Excellent written communication, verbal, and listening skills, as well as strong customer relation skills.

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