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Technical Support Representative (Full-Time)
Company | The Sydney Call Centre |
Address | Sydney, Nova Scotia, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Outsourcing and Offshoring Consulting |
Expires | 2023-05-28 |
Posted at | 1 year ago |
TECHNICAL SUPPORT REPRESENTATIVE SUPPORTING COMMERICAL CLIENTS
- Comply with requirements surrounding confidential information and personal information
- Adhere to all attendance and work schedule requirements
- Utilize knowledge base and training to accurately answer customer questions
- Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
- Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
- Follow all required scripts, policies, and procedures
- Appropriately escalate customer issues with the managerial team
- Listen to customers, understand their needs, and resolve customer issues
- Accurately document and process customer claims in appropriate systems
- Escalate customer issues to the appropriate staff and managerial for resolution as needed.
- Ensure first call resolution through problems solving and effective call handling
- Handle inbound and outbound contacts in a courteous, timely, and professional manner
- Utilize systems and technology to complete account management tasks
- Follow the processes of the Client program and perform all tasks in a courteous and professional manner
- Must be customer service oriented (empathetic, responsive, patient, and conscientious)
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Ability to work regularly scheduled shifts within our hours of operation including the training period.
- Excellent organizational, written, and oral communication skills
- Experience with data-entry utilizing a computer
- The ability to type swiftly and accurately (20+ words a minute)
- An aptitude for conflict resolution, problem solving and negotiation
- Must be 18 years of age or older
- The ability to read and speak English fluently
- Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
- Excellent interpersonal skills and the ability to build relationships with your team and customers
- High school diploma or equivalent
- Highly reliable with the ability to maintain regular attendance and punctuality
- Ability to multi-task, stay focused, and self-manage
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
- Have a wired, high-speed internet connection (Download speed of 20Mbps+)
- The ability to evaluate, troubleshoot, and follow-up on customer issues
- One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
- State or Federal work experience
- Work at home experience
- Cash and Prize Contests
- Advancement Opportunity
- Casual Dress Code
- Paid Time-Off
- Regular Raises
- Medical, Dental, and Vision Coverage Options
- Fun, Engaging Work Environment
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results
- Must be authorized to work in their country of residence (The United States or Canada)
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