Technical Customer Support Specialist – Contract Role, 3 Months

Role Overview

• Provide first level customer service/ technical solutions in regard to client products.
• Build and maintain positive customer relations by offering personalized solutions.
• Strive to exceed expectations.
• 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.
• Demonstrates passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution.
• Able to effectively tailor communication and style to differing audiences and read verbal and non-verbal cues.
• Answer inbound/outbound customer queries.
• Approaches problems flexibly and can adapt and modify approach without compromising outcome.

Requirements

• Minimum 6 months of experience in customer facing environments (phone, chat, in person, etc.)
• Minimum high school degree.
• A degree or certification in technology is a plus.
• Working knowledge of Microsoft Office applications including Outlook, Word & Excel preferred
• Must be at least 18 years old
• Excellent communication/comprehension skills in English and French.
• Able to communicate clearly and effectively, both written and verbal (in required language)
• Ability to type 30 wpm and successfully pass our language/grammar screening
• Excellent home internet hardwired.
• Technical Knowledge and Expertise iOS, Smartphone, Tablet, PC or Mac experience
• Professional and/or personal technical troubleshooting experience.
• Deep curiosity for understanding technology, passion for learning more and sharing knowledge with others.
• Confident navigating through multiple systems and tools to research, comprehend and deliver solutions to customer in real time.
• Uses analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology.
• Thrives in a team environment: able to seek and provide expertise, challenge productively and help others succeed.
• Energy and excitement to master current role, eager for challenges to grow within it and drive to develop skills in the organization.
• Effective time management strategy including ability to multi-task, prioritize, organize and balance workload.
• Resilience
• Strong sense of professionalism exhibited by remaining positive, calm and composed under pressure.

Tech Stack

• iOS

Benefits

• Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
• Paid training
• Continuous learning through progressive training that is specific to your tenure and skills.
• Competitive salary
• Positive and supportive environment