Technical Support Representative

Found in: Talent CA C2 - 2 weeks ago

Calgary, Canada Teleperformance Full time
The OpportunityDescription

We're looking for a Technical Support Representative - Remote, working in the BPO industry in Calgary, Alberta, Canada.

We are hiring from any of these locations: Alberta, British Columbia, Nova Scotia, New Brunswick, Manitoba, Newfoundland, Saskatchewan, Prince Edward Island


Job Description:

  • Provide first-level technical solutions regarding the installation, operation, and maintenance of products.
  • Answering inbound customer queries.
  • Build and maintain positive customer relations by offering personalized solutions.
  • Ensure requests are handled appropriately by coordinating with various functions within the company.
  • Schedule service calls and follow up with customers/clients
  • Troubleshoots and resolves technical issues using established diagnostics tools and procedures.
  • Responsible for accurate data input using prescribed applications.
  • Exceptional call handling soft skills, must possess the ability to conduct active listening while being empathetic and reassuring the customer.


Customer service focus:

✦ Experience in customer-facing environments (phone, chat, in person, etc.) interaction in somecapacity (can include volunteer work, or project work while in school)

✦ Demonstrates a passion for customer service, ownership of the customer experience anddetermination to deliver a comprehensive resolution

✦ Obsesses over the customer experience and constantly strives to exceed their expectations

✦ Able to communicate clearly and effectively, both written and verbal (in required language)

✦ Able to effectively tailor communication and style to differing audiences and read verbal andnon-verbal cues

✦ Approaches problems flexibly and can adapt and modify approaches withoutcompromising outcome


Learning aptitude:

✦ Thrives in a team environment: able to seek and provide expertise, challenge productively andhelp others succeed

✦ Energy and excitement to master current role, eager for challenges to grow within it and driveto develop skills in the organization

✦ Stays curious in the pursuit of professional excellence

✦ Effective time management strategy including the ability to multi-task, prioritize, organize andbalance workload

Technical knowledge and expertise:

✦ Professional and/or personal technical troubleshooting experience

✦ iOS, Smartphone, Tablet, PC or Mac experience

✦ Deep curiosity for understanding technology, passion for learning more and sharingknowledge with others

✦ Uses analytical skills to isolate and resolve complex technical issues through appropriatetroubleshooting methodology

✦ Confident in navigating through multiple systems and tools to research, comprehend, and deliversolutions to customers in real-time

Resilience:

✦ Able to self-manage and work independently in a fast-paced and highly demandingenvironment

✦ Embraces repetition of core job duties, yet eager to take on more responsibility when needed

✦ Strong sense of professionalism exhibited by remaining positive, calm, and composed underpressure

✦ Self-awareness to identify, address, and manage navigating through challenges associatedwith the role

✦ Remains focused and poised despite criticism and setbacks

✦ Eager to receive feedback, embraces coaching, and demonstrates changes as a result

✦ Strong sense of professionalism exhibited by remaining positive, calm, and composed under pressure

Experience Required for Your Success

Requirements:

✦ Associate’s degree or certification from an accredited program for technical and/or clinical education required

✦ 2 years in a technical or clinical/medical-based device support role.

✦ Experience with the use of electronic documentation systems required.

✦ Previous contact center experience is an asset

✦ Working knowledge of Microsoft Office applications including Outlook, Word & Excel preferred

✦ Excellent communication/comprehension skills

✦Ability to type 30 wpm and successfully pass our language/grammar screening

✦ Excellent home internet hardwired – wifi connections are not permitted








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