Technical Support Representatives
Technical Support Representatives
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Job Description
Technical Support Consultants will be responsible for managing and responding to inbound communications from technicians through both voice and chat channels. They will assist field technicians who are onsite at customer homes for installation and repair service calls. This involves using technical tools and customer records to support the technicians effectively.
Key Responsibilities:
Provide exceptional service support and resolutions to technicians support groups and customers as needed. Utilize phone and chat channels to assist technicians ensuring compliance with company policies processes and leadership directives.
Have a fundamental understanding of the technical aspects involved in delivering services to customer premises. This includes familiarity with diagnostic tools and key information that support technicians. While training is provided a technical background is advantageous.
Demonstrate strong communication skills both verbally and in written form to assist technicians clearly and efficiently.
Be capable of multitasking by operating multiple desktop applications while supporting up to two technicians simultaneously.
Accurately document all actions taken during each transaction with the technician.
Willingness to adhere to the provided shift schedule with flexibility to adjust as needed according to business requirements.
In this role you will primarily support technicians ensuring they have the necessary resources and information to complete their tasks effectively.
Qualifications :
What we offer:
- Competitive hourly wage
- Medical dental and vision benefits EAP and more health and wellness programs
- PTO and paid topnotch training
- Great work environment
- Promotefromwithin advancement opportunities
Qualifications
- Demonstrated ability to perform at a high level to support a high volume of inbound calls
- Excellent verbal and written communication skills; proficient reading skills
- Basic PC keyboarding skills; basic Microsoft Office (Outlook Word Excel) experience required
- Proven ability to multitask demonstrated through the use of several applications; experience working with CRM applications preferred
IMPORTANT NOTE: This job is open only to residents of Canada and you must be authorized to work in Canada in order to be considered for employment. Must work on site in Windsor Ontario.
Additional Information :
About us:
As a digital transformation company and Great Place to Work certified Sutherland has been helping customers globally achieve greater agility and transform automated customer experiences for over 35 years. We work with some of the worlds most known brands in dozens of industries including Banking & Financial Services; Insurance; Communications Media & Entertainment; Healthcare; Retail & Consumer Packaged Goods; Technology; Travel Transportation Hospitality & Logistics; and Mortgage Services helping them to better support and serve their customers.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
