Contact Center Technical Support Representative

MCI; Edwardsville; On-site; CAD 60,000 - 80,000; Full time

Job summary

A contact center company is seeking a Technical Support Representative in Nova Scotia, Canada. This role focuses on providing first-level technical support to customers, assisting with troubleshooting and product setup across diverse platforms. Candidates must have excellent communication skills, fluency in English and Spanish, and at least one year of technical support or IT helpdesk experience. The position offers various benefits including paid time off and health coverage.

Benefits

Paid Time Off

Health Benefits

Paid Training

Qualifications

• Must be 18 years and older.
• 1-2 years of technical support or IT helpdesk experience.
• Ability to explain technical concepts in simple terms.

Responsibilities

• Respond to technical support calls, emails, or chats.
• Troubleshoot hardware, software, and connectivity issues.
• Document all interactions and solutions in the ticketing system.

Skills

Technical support experience

Excellent communication skills

Customer service skills

Fluent in English

Fluent in Spanish

Knowledge of operating systems

Education

High school Diploma/GED

Diploma or degree in IT, Computer Science

Job description

Overview

Sydney, NS

Full-Time & Part-Time

We are seeking a tech-savvy and customer-oriented Technical Support Representative to provide first-level support for technical issues in our contact center. You will assist customers with troubleshooting, product setup, and technical inquiries across various platforms.

Responsibilities

• Respond to technical support calls, emails, or chats from customers.
• Troubleshoot hardware, software, and connectivity issues.
• Guide customers through step-by-step solutions and product configurations.
• Escalate unresolved issues to higher-level support or engineering teams.
• Document all interactions and solutions in the ticketing system.
• Maintain up-to-date knowledge of products, services, and system updates.
• Meet performance targets related to resolution time, customer satisfaction, and accuracy.

Qualifications

• Must be 18 years and older
• High school Diploma/GED
• 1-2 years of technical support or IT helpdesk experience in a contact center.
• Strong knowledge of operating systems, browsers, and common software.
• Excellent communication and customer service skills.
• Fluent in English and Spanish
• Ability to explain technical concepts in simple terms.
• Diploma or degree in IT, Computer Science would be a plus

Other Requirements

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

Compensation & Benefits

• Starting compensation is based on experience; various benefits and incentives to support and reward our team members.
• Paid Time Off: PTO and paid holidays.
• Health Benefits: supplemental health coverage.
• Life Insurance: options to safeguard loved ones.
• Supplemental Insurance: accident and critical illness insurance.
• Career Growth: focus on internal promotions and advancement opportunities.
• Paid Training: learn new skills while earning a paycheck.
• Casual Dress Code: comfortable work environment.

Additional Information

The employer reserves the right to revise this job description at any time. This job description is not a contract for employment, and either party may terminate employment at any time, for any reason. This role operates in a professional office environment with standard office equipment and may require long periods of sitting and computer use. Reasonable accommodations may be provided consistent with applicable laws.

Note: This job operates in a professional office environment. This position may include other duties as assigned by management.