Customer Support Representative

2 weeks ago

Ottawa, Canada Converge Technology Solutions Full time

**Job Title**:Customer Support Representative
- 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.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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