Customer & Technical Support Representative

3 weeks ago

Saint John, Canada Recrute Action Full time
Customer & Technical Support Representative

Our client, a leader in the printing industry, is seeking skilled individuals for a role based in New Brunswick. This position involves providing superior customer experiences while reducing downtime by offering remote technical support for hardware, software, and network issues to both internal and external customers and partners.

What is in it for you:

• Hourly salary of $17.50.
• 12-month contract.
• Full-time position: 37.50 hours per week.
• Weekday schedule between 8:00 am and 10:00 pm.
• On-site work in a dynamic environment.
• Join a passionate and inclusive team of professionals.

Responsibilities:

• Provide exceptional customer service with active listening, empathy, and a sense of urgency.
• Troubleshoot and resolve hardware, software, and networking issues at first contact using advanced tools like CareAR® and remote desktop solutions.
• Communicate the benefits of resolving issues remotely to customers.
• Handle escalated customer issues effectively and escalate to the appropriate team when necessary.
• Contribute to knowledge systems to improve solutions provided to customers.
• Execute unique processes for major account customers to ensure Service Level Agreements are met.
• Diagnose problems and validate customer entitlement (e.g., warranty/contract status) when remote resolution is not possible.
• Provide feedback on policies and procedures to improve the customer experience.
• Maintain up-to-date knowledge of products and software.
• Represent the company in a friendly, professional, and ethical manner in all customer interactions.
• Focus on performance metrics by delivering excellent customer experiences and making sound business decisions during interactions.

What you will need to succeed:

• Post-secondary education is an asset.
• Technical support experience is an asset.
• Strong problem-solving skills with experience in troubleshooting technology issues (e.g., printers, mobile devices, gaming consoles, etc.).
• Excellent communication skills (listening, written, and verbal).
• Ability to work independently and in a team environment.
• Critical thinking and decision-making skills.
• Ability to multitask with attention to detail.
• High level of self-motivation and achievement.

Why Recruit Action?

Recruit Action (agency permit: AP-2000003) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.

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