Bilingual Technical Support Associate

Tech Mahindra Business Services; Canada; Remote; CAD 75,000 - 85,000; Full time

Job summary

A leading company in telecommunications is looking for a Technical Support Agent. The role involves assisting customers with technical issues, providing solutions, and ensuring customer satisfaction. Ideal candidates will have strong communication skills and a basic technical background. This is a full-time, entry-level position based in Canada, with opportunities for remote work.

Qualifications

• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance.
• Provide step-by-step instructions to help users troubleshoot issues.
• Handle customer complaints with empathy and professionalism.

Skills

Communication

Organization

Analytical Skills

Problem Solving

Education

Basic Technical Background

Job description

Tech Support agent is required to have good communication and organization skills, basic technical knowledge, and the ability to follow standard procedures for resolving common technical issues.

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance.
• Provide step-by-step instructions to help users troubleshoot and resolve common problems such as connectivity and VoIP registration issues along with configuration & equipment setup.
• Educate customers on product functionalities and troubleshooting steps to empower them to resolve common issues independently.
• Handle customer complaints and concerns with empathy and professionalism, ensuring timely resolution and customer satisfaction.
• Create, update, and manage support tickets, ensuring accurate documentation of customer issues and resolutions in the CRM (Cranium) system for future reference and analysis.
• Escalate complex technical issues to higher-level support or relevant departments for further investigation and resolution, while ensuring timely follow-up with the customer.
• Collaborate with other teams, including Network Operations, Customer Service, Devsupport and etc. to address customer issues comprehensively and ensure a seamless customer experience.
• Use knowledge base, tools and other resources to assist in problem resolution.

Qualifications:

• Basic technical background
• Strong analytical and problem-solving skills
• Excellent written communication, verbal and listening skills
• Ability to handle multiple priorities/tasks

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Telecommunications

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