Customer Service Specialist
5 days ago
About the Role
As a Customer Service Specialist - Technical Support, you will play a critical role in enhancing customer satisfaction by providing timely and effective technical support. You will be responsible for delivering exceptional customer service with empathy and urgency, effectively addressing and resolving customer concerns related to hardware, software, and networking issues. This dynamic role involves using advanced troubleshooting tools to solve technical problems at the first point of contact, escalating issues as needed. You will also maintain up-to-date knowledge of products, software, and systems to enhance customer support and contribute to knowledge systems to continuously improve customer experience. This position requires a strong understanding of technology issues and excellent communication skills to engage with customers effectively.
About the Team
You will be part of a team that is dedicated to excellence and innovation, working with a leading brand that values employee development and offers cutting-edge tools for success. This team focuses on providing remote technical support, and you will have the opportunity to work independently and as part of a team, demonstrating critical thinking and decision-making skills.
Key Responsibilities
The key responsibilities of this role include:
• Providing remote technical support for hardware, software, and networking issues using advanced tools and remote desktop solutions.
• Delivering exceptional customer service with empathy and urgency, effectively addressing and resolving customer concerns.
• Troubleshooting and resolving technical problems at the first point of contact, escalating issues as needed.
• Validating customer entitlements, including warranty and billing status, before dispatching service technicians.
• Maintaining up-to-date knowledge of products, software, and systems to enhance customer support.
• Contributing to knowledge systems and providing feedback to continuously improve customer experience.
• Adhering to service level agreements (SLAs) to meet customer expectations.
About Us
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. We are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise. We are committed to creating and maintaining an inclusive and accessible workplace for all our candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. If you require any accommodation, please send an email to accessibility@randstad.ca to ensure your ability to fully participate in the interview process.
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