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Customer Support Agent

4 months ago

New Brunswick, Canada Tech Mahindra Full time

Role: Customer Support Agent

Location: Remote


On this project you will be providing frontline customer service and support for internet customers. You will be answering questions related to: billing, hardware and software updates, product information, new service setup, and service features. In addition to this, you will be providing baseline technical support and assisting customers with troubleshooting steps for any basic technical issues they may experience.


You will be primarily providing support via incoming calls but may be asked to work chats or emails in the future on an as-needed basis.


What you will do:

  • Responding to calls from customers who have questions regarding phone service, billing, account information, password resets, etc.
  • Responding to chat or email queries from customers with account or technical related questions as needed.
  • Documenting customer issues in the client system and updating customer information.
  • Following outlines processes to resolve customer technical issues, or complaints, in a timely manner.
  • Additional duties as needed, to be discussed during your interview.


To Qualify:

  • You must have a high school diploma or equivalent.
  • 1 year call center experience preferred.
  • We will pay you to complete online training, but you must commit to attending – 100%, no missed time
  • Be able to complete and pass a background check


TECHNICAL REQUIREMENTS:

  • Desktop or laptop (Tablets, Winbooks, Smart devices, Windows Mini PCs, Chromebook and Android systems are NOT compatible)
  • All peripherals must be wired (wireless keyboard, wireless mouse or wireless headset are NOT allowed)
  • Must have reliable high-speed internet
  • 20MB download minimum
  • 10MB upload minimum
  • DSL, Cable, Fiber ONLY - (no Wi-Fi or satellite-based service), Cannot use a VPN
  • For this position, a wired USB headset with built-in microphone and noise cancellation is required.