Technical Support Representative

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The Technical Support Representative will provide service to the client's customers.  The primary activities of the position will include, but is not be limited to; troubleshooting complex problems, analyzing possible root causes and educating customers to perform troubleshooting. The representative is also the interface between customers and technicians by effectively gathering the required information from the caller, troubleshooting and notating a trouble ticket.

KEY RESPONSIBILITIES:

• Provide first contact support for residential and commercial customers to resolve video, voice and internet connectivity issues.
• Demonstrate outstanding customer service skills to exceed customer expectations and minimize escalations by taking ownership of customer-reported issues.
• Answer calls, generate trouble tickets and update tickets, as needed, until the issue is resolved.
• Diagnose, troubleshoot and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements.
• Illustrate diplomacy, tactfulness and empathy when dealing with customers.

KEY COMPETENCIES:

• Skills in troubleshooting, solving problems and root cause analysis
• Efficiency and consistency when working in a fast-paced, conflict resolution environment.
• Must be able to exhibit written and oral communications skills to a standard as set by the company.
• Flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.
• Demonstrated experience with the use of PCs, along with the ability to navigate in a multi-windowed based environment.
  
  

QUALIFICATIONS AND EXPERIENCE:

• Prior experience in a similar capacity
• Minimum 5 CXC passes including English A and Mathematics
• Ability to type in excess of 30 words per minute
• 1+ years of customer service experience in a similar performance managed environment
• Prior technical support / troubleshooting experience preferred.