Technical Support Specialist

Job Title:

Technical Game changer - French Speaker - 2024Job Description

As a Technical Support Advisor, you'll be our valued customers' first point of contact, ensuring their success with our products/services. You'll wear many hats – troubleshooting technical issues, providing clear guidance, and going the extra mile to delight users. You will play a critical role in ensuring customer satisfaction and driving positive brand experiences.

Essential Functions/Core Responsibilities

• Provide prompt and accurate technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products
• Research and identify solutions to complex technical problems using knowledge base resources and escalation pathways.
• Document and escalate unresolved issues to higher-level support teams.
• Maintain detailed records of customer interactions and support activities.
• Proactively identify and address potential customer issues to prevent escalations.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Serve as a resource to other support personnel
• Participate in ongoing training and development to stay abreast of the latest technology advancements.
• Collaborate effectively with internal teams (e.g., engineering, product development) to resolve technical problems and improve product usability.
• Maintain a professional and positive demeanor while interacting with customers, even in challenging situations.
• Participate in activities designed to improve customer satisfaction and business performance

Candidate Profile

• A High School Diploma and one year of relevant experience are preferred
• Tech sales experience is preferred
• Basic/Advanced '' depends on the program '' understanding of client technical systems.
• Ability to learn including strong problem-solving skills
• Exceptional communication and interpersonal skills, with the ability to effectively explain technical concepts to non-technical users.
• Proficient in written and verbal communication.
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Commitment to providing exceptional customer service.
• Courteous with a strong customer service orientation
• Achieve and maintain recognized and applicable technical certification(s)
• Able to rotate shifts, as needed
• Based on the program, additional experience/skills may be required

Our benefits

• Competitive salary

• A bright, modern, and exciting place to work, with excellent staff facilities

• Performance-related pay

• Voluntary Medical plan

• Transportation allowance

• Life insurance

• Annual reward and recognition events

• Holiday pay

• Access to training and development opportunities.

Career Framework Role

Each program requires a basic skill set and product-specific knowledge to perform routine tasks within simple processes. You will work with close supervision and clearly defined procedures. You are starting to demonstrate familiarity with client terminology, operating standards, and procedures. Starter without sustained metric performance levels.

We offer a competitive compensation and benefits package, along with a vibrant and supportive work environment. Join us and be a part of a team that is passionate about making a difference in the lives of our customers and our community!