Duties and Responsibilities: We are looking for a talented Technical Support Representative to join our dedicated team and provide the exceptional customer service that is the foundation of our company. You will be supporting end users during troubleshooting activities as well as interacting directly with operating systems, and software to provide updates.
- Provide daily support to end-users of the software installed, including answering questions, analyzing problems, and quickly forming solutions to assist with resolving any issue that occurred.
- Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
- Assist with the installation of software and gather feedback regarding performance.
- Record daily interaction with customers, report issues, and complete solutions along with any further actions required of management or repair personnel.
- Receive customer calls to provide step-by-step guidelines for the resolution of basic technical issues.
- Educate customers on the features of company products/services to minimize technical challenges.
- Exemplify diplomacy, tactfulness, and empathy when dealing with customers.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Identify opportunities to assist customers with product purchases, renewals, and upgrades by recommending the most suitable software versions, add-ons, or complementary applications that enhance functionality and meet the customer’s needs.
- Other duties as assigned.
Knowledge & Skill Set Required
- Customer Service Skill: Must be able to politely address customer issues in line with customer service standards while focusing on quality and customer satisfaction.
- Communication Skill: Should possess excellent verbal, written, and interpersonal skills to ensure effective communication with internal and external individuals at all levels. Should be able to simplify technical terms to customers. Exceptional listening and analytical skills;
- Problem-solving Skill: Must be skilled in providing answers or solutions to clients’ technical issues.
- Computer Skills: Excellent computer skills are essential to resolve technical issues of all types. Must be proficient with Microsoft Office (intermediate Word, basic Excel).
- Time management: Must be able to prioritize customer calls and quickly address all customer technical issues. Ability to multitask and successfully operate in a fast-paced, team environment.
- Data Entry: Data entry skills are a must to ensure accurate data collection into support logs for each customer contact.
- Must adapt well to change and successfully set and adjust priorities as needed;
Education and/or Work Experience Requirements:
- Minimum of 4 CXC subjects (Math and English included) or equivalent education.
- Certificate in Information Technology
- Minimum 1-year technical support experience in a contact center environment
- Excellent computer proficiency and/or certifications in Windows OS
- Must be 18 years or older
- Must have a valid Government-issued ID
Benefits of working for 7Cs includes:
- Paid Training
- Subsidized Lunch/beverages
- Night Shift Differential (if applicable)
- Monthly Incentives
- Free round-trip Transportation from downtown
- Health insurance coverage (after 90 days)
- Employee referral bonus program