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Customer & Technical Support Representative Level II-24851

Saint John, NB
Shift Mon- Friday 8:00am-9:00pm
Manager Dana Nickerson

This position is responsible for the achievement of best in class operational performance for a wide array of third party customer products and supported solutions. The Service Support Expert provides support directly to field technicians and customers (internal and external); this role is critical in the execution of achieving program SLAs. This position requires the ability to work with tact & diplomacy and enables data integrity and precision through superior data entry skills and attention to detail in a fast paced environment. The ideal candidate works with a sense of urgency.

Detailed Requirements
✓ Provide an Excellent Customer Experience
✓ Resolve incoming Customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary
✓ Enable first visit resolution in the field by ensuring data integrity
✓ Strong communication skills to relay complex issues between Customer and Field
✓ Interchange among a variety of / third party systems and technologies
✓ Provide feedback on Policies and Procedures to continuously improve customer / program experience
✓ Meet and exceed performance targets
✓ Represent  to Customers in a Professional and Ethical manner
✓ Post-Secondary Education is an asset
✓ 1-2 years of related experience preferred
✓ Demonstrated Superior Customer Service Skills
✓ Knowledge of Microsoft Office, Outlook, Windows desktop operating systems
✓ 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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