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C&TS Representative DSE I Third Shift-24956

Saint John, NB
"Customer & Technical Support Representative Digital Support Expert I After Hours Third Shift


POSITION OVERVIEW:
This position is responsible for a great customer experience achieved by providing Remote Hardware, Software and Network Solutions to Internal and External Customers & reducing Customer downtime.
The C&TS Representative is critical in the Support Cycle by proactively selling the benefits of 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 warranty/contract and/or billing 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 sound Technical Skills & Aptitude.

DETAILED REQUIREMENTS:
  • Provide an Excellent Customer Experience
  • Support Overnight/Holiday working hours: Monday-Friday 10:00pm-8:00am. Holiday/Weekend:
  • 8:00pm-8:00am in a condensed shift offering
  • 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
  • Resolve issues on the first call and engage escalated groups as appropriate
  • Contribute to knowledge systems to enhance solutions provided to customers
  • Ability to Execute processes unique to  Major Account Customers to ensure Service Level
  • Agreements are met
  • 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  to Customers in a Professional and Ethical manner

QUALIFICATIONS:
  • Post-Secondary Education 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
  • 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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