Technical Support Representative Jobs

Job Title: Technical Support Analyst (3-Month Contract)

Start Date - August 14th, 2023

Locations - Onsite

** Must be able to work at all three locations **

1 week - Oakville

1 week - Downtown Toronto

Remainder - Markham, ON

Job Summary:

We are seeking a skilled and customer-oriented Technical Support Analyst to join our team for a 3-month contract. As a Technical Support Analyst, you will play a crucial role in the successful rollout of new Apple iPhones and provide exceptional technical support to end-users via email, phone, and drop-in/in-person channels. Your expertise in Apple products and outstanding communication skills will ensure a seamless and positive experience for our customers during this exciting technology upgrade.

Responsibilities:

1. New iPhone Rollout: Participate in the deployment and setup of new Apple iPhones across the organization, ensuring a smooth transition for end-users.
2. Technical Support: Provide timely and effective technical assistance to end-users facing hardware and software issues related to Apple iPhones.
3. Troubleshooting: Diagnose and resolve technical problems, including software glitches, hardware malfunctions, and connectivity issues, both remotely and in person.
4. Customer Communication: Interact with end-users via email, phone calls, and drop-in/in-person support, demonstrating strong communication skills to provide clear and concise guidance.
5. Issue Escalation: Escalate complex technical issues to the appropriate teams or vendors when necessary, ensuring prompt resolution and customer satisfaction.
6. Documentation: Maintain accurate records of reported issues, troubleshooting steps, and resolutions in the support ticketing system.
7. Knowledge Sharing: Contribute to the creation and maintenance of a knowledge base, providing self-help resources to empower end-users.
8. User Training: Assist in conducting training sessions or workshops to educate end-users on using new Apple iPhone features and best practices.
9. Quality Assurance: Conduct follow-up interactions to verify the successful resolution of reported issues and gather feedback from users to enhance support services.
10. Stay Updated: Keep up-to-date with the latest Apple product updates, features, and trends to provide cutting-edge support to end-users.

Requirements:

1. Technical Expertise: Proven experience in supporting Apple iPhones, iOS, and macOS environments, along with a solid understanding of Apple products and services.
2. Customer Focus: Strong passion for providing exceptional customer service and a patient approach when dealing with end-users.
3. Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical users.
4. Problem-Solving: Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve technical issues efficiently.
5. Time Management: Demonstrated ability to manage multiple tasks and prioritize responsibilities effectively.
6. Team Player: Collaborative attitude and the ability to work effectively in a team-oriented environment.
7. Adaptability: Willingness to adapt to changing priorities and technologies during the iPhone rollout.
8. Experience: Previous experience in technical support or help desk roles is desirable.