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Technical Support Representative - Remote

Location: Calgary, AB, Canada
Job Type: Full Time
Job Category: Call Center
Job Industry: BPO
Salary: The pay we're offering is $19 per hour
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The Opportunity

Description

We're looking for a Technical Support Representative - Remote, working in 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

Our Client

Our client runs day-to-day operations for customers around the world. Executing all kinds of operations. For all kinds of customers. So they can grow. Winning recognition and business. So you can grow.

Leading with their principles. Believing that happy and growing teams perform better. Believing in you. Investing in you.

Imagine being rewarded for your effort and hard work. Where training happens - literally millions of hours of training happen annually. Where your growth is a priority - 2 out of 3 positions are filled internally every year.

Imagine working someplace recognized as a great place to work. Imagine yourself here!

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








What Do You Think?
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