Tech Support Representative

Description

• Provide real-time support during service outages, ensuring timely communication with customers about status updates and resolution timelines
• Diagnose and resolve common hardware and software compatibility issues affecting network performance.
• Suggest process, product, or service improvements to enhance customer experience and prevent future issues.
• Collaborate with other departments to deliver seamless and high-quality customer support.
• Troubleshoot and resolve technical issues related to internet connectivity, equipment, and network performance.
• Escalate unresolved technical issues to higher-level support teams and follow up to ensure resolution.
• Guide customers through technical configurations, including router setups, Wi-Fi optimization, and firmware updates.
• Respond to customer inquiries via telephone and online channels, providing information about products or services, processing orders, updating accounts, and documenting complaints.
• Proactively reach out to customers to strengthen relationships, sharing both positive updates and addressing any concerns
• Gather all necessary information to assess the validity of complaints and determine underlying causes.
• Maintain accurate records of customer interactions and relevant correspondence to ensure consistency and quality in customer service.
• Prioritize customer satisfaction while meeting commitments to help achieve business goals.

Requirements

• Secondary (high) school graduation certificate or equivalent experience.
• Ability to build relationships and work collaboratively as part of a team.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Telecommunications and network experience is an asset but not essential.
• Proven experience in a customer service role, with a strong commitment to customer satisfaction.
• Upholds integrity, follows company policies and procedures, and contributes to a positive work environment by sharing knowledge and demonstrating functional and technical expertise.
• Highly organized and structured with the ability to prioritize a varied workload in a fast-paced environment.
• Accountable, flexible, and able to maintain composure under pressure.
• Strong oral and written communication skills in English.
• Experience in a call center environment is preferred.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance