Technical Support Representative

10 hours ago

Terrace BC, Canada CityWest Cable and Telephone Corp Full time

CityWest Cable and Telephone Corp is seeking a highly skilled Technical Support Representative to join our team. This is a technical support position that requires extensive contact with the public. As a key member of our team, you will handle requests about technology repair, replacement, monitoring and problem resolution for current and future CityWest services.

Nature of Work

This role involves working in a fast-paced environment where empathy and patience are essential while dealing with challenging situations. You will be responsible for delivering a superior customer experience while using CityWest tools and support systems to maximize first contact resolutions.

Key Responsibilities
  • Maintain and develop positive relationships with CityWest customers to provide the best customer experience.
  • Deliver a superior customer experience while using CityWest tools and support systems to maximize first contact resolutions.
  • Receive, log and respond to customer support requests and escalating to the appropriate team when unable to resolve the issue.
  • Troubleshoot and resolve customer inquiries and initiate corrective action by assisting user through the solution or through remote access of the user's device.
  • Monitor CityWest systems and escalate issues to the appropriate team.
  • Account and record audits.
  • Provide follow-up customer contact to ensure satisfactory resolution.
Requirements

To succeed in this role, you will need:

  • Secondary School Diploma
  • Post-Secondary studies are an asset
  • Minimum of one-year experience in a computerized environment
  • Minimum one year of customer service experience
  • Experience with Microsoft Office 365 Suite – Excel, Word, Outlook etc.
Benefits

We offer a comprehensive benefits package including:

  • Casual dress
  • Company events
  • Company pension
  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Life insurance
  • Paid time off
  • Vision care
  • Wellness program

The estimated salary for this position is $25.28 per hour, based on a 40 hour work week. Additional pay includes overtime pay.

About Us

CityWest Cable and Telephone Corp is a leading provider of telecommunications services in British Columbia. We pride ourselves on delivering exceptional customer service and providing innovative solutions to meet the evolving needs of our customers.

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