Technical Phone Support Representative

  • Location

    Mississauga, Canada

  • Sector:

    Other Areas

  • Job type:

    Permanent

  • Contact:

    Donna Randolph

  • Job ref:

    4013

  • Published:

    over 4 years ago

  • Duration:

    0.0

  • Expiry date:

    2016-12-08

  • Startdate:

    2016-01-04

Position:  Technical Phone Support Representative
Type: Full Time, Permanent
Location: Mississauga, ON
Salary: Based on a 40 hour work week
Vacation: 3 Weeks to start: Benefits include Drug/Dental.
Shifts:  Shifts rotate ‘weekly’ and cover 7/24 support.
Shifts: 6am to 2pm; 11am to 7pm; 2pm to 10pm and 10pm to 6am


Our client has openings for 5 Technical Phone Support Representative to join their team in Mississauga, ON.  In this role, you will provide remote technical support of Client’s products at customer locations, while providing exceptional customer relationship management.  This is a great opportunity to develop your technical and customer service skills with a growing company!


Role:

-Support incident and problem resolution as well as maintenance activities.
-Provide remote, over the phone, technical resolution of incidents, identify root cause and provide timely fixes to restore the product back to ready status remotely.
-Provide exceptional customer service by listening to and understanding client issues and taking appropriate action
-Monitor and resolve technical incident remotely
-Manage incidents and problems based on Service Level Agreements
-Document activities in the incident management system
-Follow-up on incidents and problems to ensure accurate and timely resolution
-Escalate incidents to appropriate internal parties to ensure resolution and return to service state of equipment
-Create, monitor and update service dispatch of infield Technical Service Representatives
-Adhere to standard operating procedures; follow and meet escalation strategies and provide efficient and timely completion of tickets, time sheets, etc.

Skills and Experience Required Include:

-Minimum of 3+ years of recent and related Technical Call Center experience troubleshooting and resolving incidents in the networking and windows operating systems environments is a must have
-Outstanding verbal & written communication skills; you must have a great communications skills over the phone as this is the primarily method of communication for this role.
-Excellent customer service skills; the role requires an individual with great ‘people skills’ and a friendly, genuine and sincere enthusiasm to provide technical over the phone assistance to users and clients.
-Ability to manage and control assigned tasks and deliverables
-Ability to work and achieve targets and tasks with minimal supervision
-Self-starter with excellent organizational and prioritization skills
-Ability to effectively and accurately troubleshoot software and hardware issues

Assets:
-Software programming experience (C# preferably) is a nice to have.