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Customer Support Specialist (22992)

Saint John, NB
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 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 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 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

Qualifications:
✓ 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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