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Technical Support Advisor

4 weeks ago

Prince Rupert, Canada CityWest Cable and Telephone Corp Full time
About the Role

We are seeking a highly skilled Technical Support Representative to join our team at CityWest Cable and Telephone Corp. This is a fantastic opportunity for an individual with excellent customer service skills, technical knowledge, and experience working in a fast-paced environment.

Job Summary

This is a casual position that requires extensive contact with the public, handling requests about technology repair, replacement, monitoring, and problem resolution for current and future City West services. The ideal candidate will be able to demonstrate empathy while dealing with challenging situations and provide exceptional customer service.

Responsibilities
  • Maintain and develop positive relationships with City West customers to provide the best customer experience.
  • Deliver a superior customer experience while using City West tools and support systems to maximize first contact resolutions.
  • Receive, log, and respond to customer support requests and escalate to the appropriate team when unable to resolve the issue.
  • Troubleshoot and resolve customer inquiries and initiate corrective action by assisting users through the solution or through remote access of the user's device.
Requirements
  • 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.
Skills and Competencies
  • Ability to interact and communicate professionally using empathy and patience with a diverse group (peers, customers, supervisors, managers, and subject matter experts)
  • Good communication skills (oral and written)
  • Strong problem-solving skills
  • Organized, attentive to detail
  • A "can do" attitude
Additional Information

This position offers a competitive hourly rate of $24.25 per hour, with opportunities for overtime pay and benefits including company pension, dental care, disability insurance, employee assistance program, extended health care, life insurance, paid time off, vision care, and wellness program. We offer flexible scheduling, with shifts available during the day, evening, and weekends.