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Technical Support
| Location: | Fredericton, New Brunswick, Canada |
|---|---|
| Job Type: | Permanent |
| Posted: | 16th Aug 2011 |
| Closing Date: | 13th Sep 2011 |
| Posted By: | Alpine Access Canada Inc. |
| Details: | |
| Technical Support Technical Support If you are a creative problem solver, thrive on people interaction and are resourceful, then we’d like you to join our team! Job Purpose Calling all Techies! Be part of the wireless revolution! Are you the ones your friends call when they have a question about their cell phone? Why not get paid for your expertise? Customer Care Professionals working on this program will be responsible for delivering superior customer service in all interactions which includes: assisting customers with high level tech support in regards to their PDA/Smart Phone. Essential Responsibilities and Duties • Passionately provide technical support and build rapport with a variety of customers and their changing technical requirements • Handle inquiries about repair, replacement, technical problem resolution and connectivity • Analyze issues with telecommunication equipment and/or devices and associated desktop software • Troubleshoot the required resolution; including, account provisioning, device functionality, device configuration, application support, software downloads, network connectivity by escalating internal, and vendor issues • Ability to customize service offerings for customers based on their individual needs and promote appropriate products and services as necessary Accurately complete transactions with a sense of urgency and an eye for detail • Complete accurate transactions with a sense of urgency and an eye for detail • Take appropriate action to efficiently resolve issues • Take accountability to solve issues from beginning to end • Receive and incorporate feedback to improve personal and business performance • Respond promptly to customer needs • Be committed to "being there" for our customers and share our dedication in striving to deliver world class Technical support and first call resolution! Competencies • Customer service oriented skills and ability • Flexibility and enthusiasm for troubleshooting problems and providing effective solutions • Listen and resolve problems in a timely manner and use reason, even when dealing with emotional situations • Speak clearly and persuasively in positive or negative situations, listen and establish clarity to resolve issues and increase customer satisfaction with Rogers Communications • Develop strong rapport with caller early in each contact • Meet commitments • Experience using Windows and Internet web browsing computer applications • Excellent data entry, listening, and problem solving skills • Ability to work in a multi-task environment, talking to customers while simultaneously accessing the computer system • Positive attitude and strong interpersonal skills • Availability to work a variety of different hours during the week is desirable Position Requirements • Have a Post-secondary education in a computer-related environment or comparable work experience • Have previous experience within a technical helpdesk and/or networked environment and/or customer service (preferably in a call centre environment) • Are available to work a flexible shift (including evenings, midnights, weekends and holidays) in an environment operating 7 days a week, 24 hours a day • Possess strong written and verbal communication skills • Have excellent customer service, interpersonal, communication, and organizational skills • Demonstrate the ability to multi-task (type and talk, type and listen) • Are able to work in a fast-paced, automated environment, and adapt to an evolving environment • Possess strong computer proficiency including experience using MS Windows (XP,Vista,W7) operating systems • Have Telecommunication industry experience (is an asset) • Possess general knowledge of wireless and internet technology • Demonstrate strong diagnostic and troubleshooting skills • Must be comfortable working in a highly structured, metrics focused environment Compensation • $10.50 per hr while in production (Canadian) • Plus additional opportunities for significant Performance Incentives/Bonuses based on upsell offers, closure rates and other performance metrics • Paid Training - $10.00 per hr • Promotional growth opportunities available Hours of Operation Hours of Operation: 6:00 a.m. – Midnight. Mountain Time, Monday – Sunday Home Office Requirements Personal Computer that meets the following requirements: 1. Desktop, Laptop or All-In-One with Hardwired Internet Connection Required 2. Running Windows XP, Windows Vista or Windows 7 3. Minimum 20 GB free hard drive disk space 4. Minimum 3 GB RAM for XP, Vista or Windows 7 5. 1 GHz to 1.5 GHz Processor for XP and 2 GHz Processor or higher Multi-Core Required for Vista or Windows 7 6. Monitor with minimum screen resolution of 1280x1024 7. Sound card and speakers 8. Current anti-virus software with updated definitions 9. Current anti-spyware software 10. Windows firewall turned on and no third-party firewalls | |
| Sorry! This job is no longer active as the closing date for applications has passed. You can view other vacancies from this company (if they have any) by clicking on their name above, alternatively we may have some suggestions for similar vacancies listed below that might be of interest. | |
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