Senior Technical Customer Service Agent (H-09089)

Location: Toronto, ON, Canada
Date Posted: 10-08-2018
Role Overview:
A Senior Technical Customer Service Agent will be working directly with team members and assisting with knowledge and procedures regarding calls and tickets. The successful candidate is required to work with minimal supervision and will be required to take initiative to transfer knowledge to the team. The team member will also support the team members and be approachable in a patient and caring manner.

·         Review all team members tickets to ensure the content is correct and professional
·         Identify knowledge gaps throughout the helpdesk
·         Perform team trainings of all new and existing features of Kroll
·         Train new employees on all aspects of Kroll software
·         Work to improve the current knowledgebase articles
·         Monitor queues and ensure hold times/abandon calls are kept to a minimum
·         Assist with Assignments Team duties during off hours
·         Promote a cohesive, team environment throughout all levels of the helpdesk
·         Work with team members to fill the gaps in their personal knowledge and growth

Required Skills:
·         Strong interpersonal and communication skills, as well as a strong command of the English language
·         Strong problem-solving skills and an analytical mind
·         Punctual and reliable
·         Excellent organizational and time-management skills
·         Strong training ability and conveys patience
·         Ability to ask probing questions in order to obtain necessary information
·         Detail-oriented and can escalate issues quickly through appropriate channels
·         Excellent judgement, uses common sense and is able to work independently and with minimal direction
·         Exhibits a strong desire to succeed and focuses on the best interest of the team
·         Flexible to change and resilient to stressful situations
·         Strong leadership skills and approachable

Additional Qualifications:

·         Post-secondary education in a related field or equivalent work experience
·         Proven expertise using the Kroll application
·         Demonstrates knowledge in troubleshooting Kroll software issues
·         Experienced working in a pharmacy environment
           In order to be considered on a vacancy:
·         You must be performing at standard in your current role for a minimum of 12 months*
·         The opportunity should align with your CCDP
·         You are responsible for notifying your support person of your application
·         You must apply online
          *Or in accordance with applicable collective agreement
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