Technical Support Representative - Portmore

CUSTOMER SERVICE REPRESENTATIVE

We are a global leader in Business Process Management and optimizing the Customer Experience lifecycle. HGS makes its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital transformation, with deep domain expertise focusing on back office processing, contact centers, traditional and digital customer care, and HRO solutions to deliver transformational impact to clients.

Our employees enjoy:

• Reward & Recognition – timely gratification for excelling in various areas
• Remuneration- Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
• Health/Life/Personal Accident and Critical Illness Insurance Coverage - a safety net, to assist with any/all of life’s mishaps
• Subsidized Meals – Onsite catered meals significantly discounted
• Mobile Phone Subsidy – Fixed amount reimbursed to Managers and select Shared Services staff
• Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 7am
• Reward & Recognition – Cash payout for outstanding performances each quarter
• Work and Study Program (WASP) - Affordable and accessible tertiary education – employees pay 50% of market value for tuition
• On site nurse Free on hand first aid and assistance with minor ailments
• Team Building Fund - Monthly merit-based allocation to each team for bonding exercises
• Inter Facility/Department Sports – In house competitions across various sporting disciplines
• HGS Swag – Branded fashion and gadgets
• Work and Study Program (WASP) – discounted access to a Tertiary Education while your work
• Annual Fun Meets – Yearly large-scale celebrations
• On site nurse – Free on hand first aid and assistance with minor ailments
• Team Building Fund – Monthly merit-based allocation to each team for bonding exercises
• Primary Exit Profile (PEP) awards – Special awards for children of employees who do well on their exit exams.
• Transportation/ Shuttle Services – Free transportation home for shifts that end after 9:00 pm
• Promote from Within (Ready Now) – Special academy to equip staff for each stage of growth
• Health and Wellness Program – Special programs focused on the physical and psychological health of employees
• Flexible Shifts – Scheduling that provides employees with a bit of wiggle room and promotes a healthy work/life balance
• Subsidized Meals – Significantly discounted meals from all vendors on site
• Quarterly/Annual Leadership Meets – Periodic sessions for leadership to collaborate and plan for the future.
• Company Branded Shirts – 3 shirts per employee
• Vacation Leave Encashment – Employees are paid for unused Vacation
• Sick Leave Encashment - Employees are paid for unused Sick days not taken and perfect attendance
• Health and Wellness Program - Special programs focused on the physical and psychological/mental health of employees (professionals on call)
• Work from Home Allowance – Special allocation to offset utility expenses
• Daily Energy Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office. Prizes and giveaways

Principal Duties and Responsibilities:

1. Provide operation and troubleshooting information based on client specifications.
2. Provide consumer with technical assistance on repair and/or maintenance, which will meet or exceed client expectations.
3. Accurately process customer repairs, orders and literature requests to meet or exceed client expectations.
4. Maintain performance in accordance with departmental guidelines to ensure the highest level of quality for our clients.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned.  In addition to the above, all HGS employees are expected to:

* Promote teamwork and cooperative effort.  * Help train and give guidance to other HGS employees.  * Maintain a clean, safe, and unobstructed work area, and practice good safety habits.  * Provide internal and external customers with the highest quality service.

Minimum Job Requirements: (Education, Experience, Skills)

• Minimum of High School Diploma with some college preferred.
• Previous experience in technical support and strong background of PC hardware and operating systems required.
• Ability to execute problem solving skills and a background of customer service skills will be required.

Applicants must be at least 18 years of age, present a valid Government issued Photo ID, TRN, NIS, Original and Photocopy of Proof of Qualifications, Birth Certificate, 3 professional/character references (name and contact numbers). Applicants must have a clean Police Record (company-paid) and may be subject to drug screen.