Technical Support Specialist with Excellent Customer Experience

4 weeks ago

St John's, Newfoundland and Labrador, Canada Recrute Action Full time
Company Overview

We are a leading company in the printing industry, committed to delivering exceptional customer experiences.


Salary and Benefits

The hourly salary for this position is $17.50. Additionally, you will be offered a 12-month contract and a full-time position with 37.50 hours per week.


Job Description

This role involves providing superior customer experiences while reducing downtime by offering remote technical support for hardware, software, and network issues to both internal and external customers and partners.


Responsibilities:
  • Provide exceptional customer service with active listening, empathy, and a sense of urgency.
  • Troubleshoot and resolve hardware, software, and networking issues at first contact using advanced tools like CareAR and remote desktop solutions.
  • Communicate the benefits of resolving issues remotely to customers.
  • Handle escalated customer issues effectively and escalate to the appropriate team when necessary.
  • Contribute to knowledge systems to improve solutions provided to customers.
  • Execute unique processes for major account customers to ensure Service Level Agreements are met.
  • Diagnose problems and validate customer entitlement (e.g., warranty/contract status) when remote resolution is not possible.
  • Provide feedback on policies and procedures to improve the customer experience.
  • Maintain up-to-date knowledge of products and software.
  • Represent the company in a friendly, professional, and ethical manner in all customer interactions.

Required Skills and Qualifications

To succeed in this role, you will need to possess strong problem-solving skills with experience in troubleshooting technology issues (e.g., printers, mobile devices, gaming consoles, etc.). Excellent communication skills (listening, written, and verbal) are also essential, as well as the ability to work independently and in a team environment. Critical thinking and decision-making skills are highly valued, along with the ability to multitask with attention to detail and a high level of self-motivation and achievement.


Becoming Part of Recruit Action

Recruit Action (agency permit: AP-2000003) provides recruitment services through quality support and a personalized approach to job seekers and businesses. We only contact candidates who match our hiring criteria.

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