Technical Support Representatives - Montego Bay

Now hiring tech savvy individuals to join our itel Family

The Technical Support Representative provides service assistance to customers. The primary activities of the position will include isolating problems to determine the root cause, educating customers to perform troubleshooting steps, notating the ticket before closing, queuing the ticket to an advanced team, or routing the ticket to the field for a dispatch to the customers' residence.

KEY RESPONSIBILITIES:

● Provide first-contact support for Consumer customers to resolve voice, data, and video issues. Additionally, when eligibility requirements are met there is potential for promotion to the subsequent tier handling both Consumer and Commercial customers.

● Demonstrate outstanding customer service skills to exceed customer expectations, doing so by being respectful, and polite, and maintaining a positive attitude while working through the issue with the caller.

● Answer customer calls seeking assistance to resolve an issue with services provided by the client, using logical thinking to isolate the problem. Once the root cause is identified either resolve the issue, prepare the trouble ticket to be queued to an advanced team, or route the trouble ticket to Field Services for a technician dispatch to the customer's residence.

● Accurately document all required information in the ticket notes, according to standard operating procedures.

KEY COMPETENCIES:

● Skills in trouble isolation, logical thinking, solving problems, and root cause analysis skills.

● Efficiency and consistency when working in a fast-paced, conflict-resolution environment.

● Superior listening, verbal, and written communication skills; and strong attention to detail.

● Ability to work a fixed schedule with two consecutive back-to-back days off each week, once you have completed your introductory period it allows you to earn to a different fixed schedule based on your performance.

● Ability to neutralize accent, to closely mirror a mid-western American accent.

QUALIFICATIONS AND EXPERIENCE:

● Minimum 5 CXC passes

● Proficient with data entry and typing skills, minimum of 25 words per minute.

● Customer service experience in a contact center environment is preferred.

● Prior technical support/troubleshooting experience is a plus.

● Being open to training and learning with a positive attitude is a must.