Technical Support Associate

1 month ago

Manitoba, Canada HGS Full time
Job Description

Your Impact: As a Technical Support Associate at HGS, you'll have the opportunity to work in a collaborative and engaging environment, making a positive impact on people's lives. We'll train you to be an expert in your field, so you can confidently deliver an exceptional customer experience.

Your Responsibilities:

  • Communicate with customers through inbound calls, providing expert advice on products and services.
  • Identify customer needs through active listening, answering questions, and making product recommendations.
  • Troubleshoot and resolve internet issues in a timely and effective manner.
  • Take a consultative approach with customers, owning the issue and resolution, and finding the root cause of problems.
  • Use multiple computer systems to research products, services, and solutions, and document customer interactions and outcomes.
  • Create a "WOW" factor in every interaction through exceptional communication skills, taking ownership, and speed of service.
  • Participate in regular 1:1 coaching sessions with your supervisor to ensure you meet key performance indicators.

Why Choose HGS?

HGS is a global leader in customer experience management, with a people-first philosophy and a commitment to excellence. We offer a range of benefits, including:

  • $15.30 hourly and overtime opportunities
  • Bonuses and Incentive programs
  • Best-in-class medical, dental, vision benefits, and Life insurance
  • Employee assistance programs
  • Flexible Schedule Options
  • Career advancement in a fast-growing organization
  • A people-focused environment where you'll make lifetime connections and friendships.

Requirements:

  • You're at least 18 years of age
  • You have a High School Diploma or equivalent
  • You can work between the hours of 7:00 AM and 12:00 AM EST, with some flexibility as business needs may change
  • You have at least 6 months of customer service experience and understand the value of coaching/feedback
  • You have experience troubleshooting issues and understand the importance of owning the resolution for the customer
  • You demonstrate a caring, supportive, and friendly nature in every interaction, with utmost confidence and urgency
  • You're computer-savvy, comfortable sitting at a desk, and working with multiple monitors
  • You're results-oriented and comfortable providing customers with recommendations and solutions
  • You have excellent time management skills

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