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TLM support consultant

2 weeks ago

Dartmouth, Nova Scotia, Canada ADP Full time $45,000 - $65,000 per year

Role: Canada TLM Voice Support
 
BRIEF DESCRIPTION OF ROLE
 Provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all ADP supported applications or products.  Support the end users, including installation, upgrades, maintenance, troubleshooting and diagnostics to determine solutions and alternatives.  Stay current with emerging technology and trends in order to provide technical support for product roll-outs and/or existing offerings. 
 
BASIC REQUIREMENTS 

•2 to 5 years of experience working with an international call center is a must

•Inbound experience in Technical Support, Service Helpdesk would be most preferred

•Candidate must possess a technical bent of mind and strong analytical abilities

•Excellent communication skills is a MUST. Fluency in spoken and written English with no MTI or grammatical issues (sentence construction, pronunciations)

•Excellent Customer Service skills - High focus on Client Experience & problem resolution

•Ability to work under pressure is a must - Adept at working in a high call volume environment and should be open to working in all US shifts

•Must be comfortable working on MS Excel and prior experience working on reports or data would be helpful

•Familiar with all Windows OS - Windows 10, Win XP, Windows 7 Professional

•Proficient in call handling and provide professional end user support via telephone

•Work effectively in a team environment

•Ability to research and solve end user questioning

•Ability to consistently deliver quality service under the pressures of volume variances in inbound calls, length of calls, and escalations

•Ability to be multi-tasked, work in a fast paced team and meet deadlines

•Responds promptly and professionally. Must be extremely patient in dealing with irate or insistent clients.

•Willingness to take ownership and continuously improve based on feedback

TECHNICAL SKILLS (Below skills would be a huge PLUS) 

•Windows based network configuration protocols, mapping drives, and installing software

•Understanding of Single Sign On Technology

•Familiarity with Remote software

•Understanding of Windows Explorer, internet browser settings and system troubleshooting