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C&TS Representative DSE II-25286

Saint John, NB
The requirements/qualifications for A3 Digital Support Expert and A4 Digital Support Engineer are the same; but each supports a different range of multifunction printers.

Shift: Mon- Friday between 8:00am-10:00pm
Manager: Heather Savoie

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.

• 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 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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