With comprehensive knowledge of Massy Communications’ services and processes, a Technical Support Professional is responsible for providing Technical support for Massy Communications’ Customers by responding to inquiries via phone and e-mail.
JOB PURPOSE:
With comprehensive knowledge of Massy Communications’ services and processes, a Technical Support Professional is responsible for providing Technical support for Massy Communications’ Customers by responding to inquiries via phone and e-mail. This encompasses trouble-shooting customer's reported problems, educating new customers, escalating issues as needed and promoting the organization's products and services.
ROLES & RESPONSIBILITIES:
Delight customers daily in keeping Massy Technologies Customer Service Philosophy
Deliver prompt and professional solutions for customer inquiries via phone, email, online chat etc.
Responsible for providing quality technical support to customers and to installation and service personnel who are having problems using the company’s products. May assess needs and suggest/promote alternative products or services.
Utilize interviewing techniques with customers, simplifying complex information into easy to understand questions.
Applies company technical support policies and procedures to resolve routine issues
Provides assistance for registration, email creation, physical line signal testing, Wifi ONTs setup, plus email, browser, and modem troubleshooting.
Guides customer through TV set up , use of remote, use of program guide, rental of movies, recording and playback of TV shows
Troubleshoot issues with TV, Internet and Phone service.
Test, analyze and clear customer reported trouble.
Document problems in Massy Communications’ trouble management tool.
Interpret customer records and repair tickets
May work with outside vendors to restore customers’ service
Maintains advanced technical knowledge of the company’s products and services.
Provide thorough and accurate updates in our CRM tool for each call made/ received.
Upsell and cross-sell products and services to customers when appropriate.
Upgrade and downgrade services accurately in our CRM tool.
Proactively contact and inform customer if any change in our expected response time.
Provide complete, accurate and timely spreadsheets and reports to the supervisor.
Follow up in a timely manner to ensure customer satisfaction.
Provide quick and effective communication of customer issues to superiors.
Recommend process improvements.
Maintain a standard of performance in line with Massy Communications standards.
Behaving in a manner which maintains a pleasant ambience and positive work environment.
Performs any other duties related to the job function.
REQUIREMENTS:
Associate Degree in Computer Science, Information Technology, Information Systems or equivalent job knowledge could be an asset.
Contact Centre experience, inbound and outbound/telemarketing is strongly desired.
Experience in Telecommunications or related field would be an asset.
Exemplary Attendance and Punctuality.
Reliable, available to work anytime Sunday to Saturday, evening, weekend or holiday coverage as required.
Ability to handle difficult customer situations and drive positive customer experience
Excellent attention to detail and multi-tasking ability.
Must possess superior customer service skills and good reading comprehension.
Excellent time management and organizational skills. Adaptable to changing environments.
Positive Team Spirit, enthusiastic with a strong aptitude and a positive "can do" attitude
Must possess basic typing skills and complete familiarity with a computer keyboard.
Must possess strong communication skills.
Excellent analytical and problem solving skills to analyze facts and data to accurately define problems during troubleshooting.
Must be able to work quickly and efficiently in time sensitive, high pressure situations