Customer Support Representative

4 days ago

Ottawa, Canada Converge Technology Solutions Full time

**Job Title: Costumer Service Rep Lvl 2**
- Take and record service requests from customers (internal and external).
- Follow up on more sensitive or more complex service requests.
- Establish the Support Level Agreement (SLA) the customer is entitled to.
- Make minor judgment calls based on experience for SLA exceptions.
- Initiate resolution to service request.
- Follow up on outstanding service requests.
- Close service requests in a timely fashion.
- Prioritize service requests as necessary.
- Escalate Customer Complaints.
- Maintain documentation and work area neat and organized.
- Process received hardware and parcels promptly to expedite issue resolution and to reduce cost.
- Must be available to do overtime when required.
- Must be flexible in work hours to cover extended work hours.
- Assist in creating and interpreting reports.
- Assist in administrative tasks.
- Maintain a professional and positive attitude towards coworkers, Management and clients of Northern Micro.
- Comply with Northern Micro's policies, procedures and applicable work instructions.
- Be aware of and strive to meet the departmental objectives.
- Assist in identifying business concerns and opportunities to improve.
- Participate in the documentation, maintenance and review of work instructions and other controlled documents.
- Keep the work area tidy, presentable and safe.
- Perform additional tasks assigned by supervisor.
- Train junior staff in day to day processes.
- Ensure departmental quality objectives are met.
- Process web (VIP) sales and Service orders.
- Validate some web (VIP) orders to protect against fraud.
- Flag Web orders against fraud and initiate investigation.
- Interact with remote service providers.
- Ensure inventory is accounted for.
- Assist in other tasks as requested by Supervisor (Service Manager).
- Call customers to make delivery arrangements.
- Interact with Shipping and Sales Department as required to create RVD call lists to arrange delivery.
- Assist in preparing various reports as required (i.e. Warranty, Asset #, Serial #, Delivery Locations, etc.).
- Track and report on Shipment of Product.

**Job Qualifications**:

- Secondary School diploma.
- Post-secondary education is an asset.
- Must be fluently Bilingual (English and French) - Written and spoken.

**Job Requirements**:

- Experience working in a customer service environment is a requirement.
- Must have a strong knowledge of general industry technical terms (components and technologies).
- Must be able to communicate clearly and accurately verbally and in writing.
- Must be able to record and maintain data accurately and consistently.
- Must have and consistently use excellent interpersonal skills.
- Must be able to produce presentable documents using Microsoft Office Suite.
- Must grasp the concept of balancing customer satisfaction versus servicing cost.
- Must have the ability to learn quickly.

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