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Product Support Specialist - (22571)

Saint John, NB
Shift: Monday - Friday Rotational 9am-9pm

Position Overview:
This position is responsible for the achievement of best in class Customer Satisfaction results and
Remote Solutions Performance for a wide array of our client products and supported software solutions.
The Digital Support Expert provides technical support directly to Customers (Internal & External); they are
the gateway to Engineering to resolve and enhance product performance
The DSE is critical in the Support Cycle by proactively selling the benefits of remote troubleshooting via
Telephone, Video Conferencing and Web Chat. When a Remote Solution is not possible, responsibilities
will extend to diagnosing the issue, determining the Customer’s entitlement status prior to placing an
onsite service call or escalating.
This position requires superior Customer Support Skills that include Empathy and Urgency as well as
advanced Technical Skills & Aptitude to solve complex Technical problems.

Detailed Requirements:
  • Provide an Excellent Customer Experience
  • Solve Customer Hardware, Software and Networking problems at first contact using our clients' multiple Systems and Software Tools
  • Proactively sell the benefits of diagnosing and resolving issues via Telephone, Video Conferencing and Web Chat
  • Resolve incoming Customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary
  • Enable first visit resolution in the field by executing full problem diagnosis
  • Resolve issues on the first call and engage escalated groups as appropriate
  • Contribute to knowledge systems to enhance solutions provided to customers
  • Interchange among a variety of our clients' systems and technologies
  • Provide feedback on Policies and Procedures to continuously improve Customer experience
  • Maintain product knowledge
  • Meet and exceed performance targets
  • Represent our client to Customers in a Professional and Ethical manner
  • Post-Secondary Education is an asset
  • Bilingualism (French and/or Spanish) is an asset
  • 1-2 years of related experience preferred
  • Demonstrated Superior Customer Service Skills
  • Experience using Social Media technologies (Skype, Facetime, Google Duo)
  • Experience with Apple and Android devices to support video conferencing
  • Strong knowledge of Microsoft Office, Outlook, Windows desktop operating systems, Windows server platforms, network diagnostic tools, Microsoft Exchange, Active Directory, DHCP, VPN, Unix, MAC
  • Solid Problem-Solving Skills
  • Ability to communicate effectively – listening, written & verbal
  • Ability to deliver results independently and as a part of a team
  • Strong Organizational, Prioritization & Time Management Skills
  • Critical thinking and decision making
  • Ability to multitask effectively with attention to detail
  • High level of achievement and self-motivation
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