Product Support Representative - Bilingual

Brandt Group of Companies; City of Moncton; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading technology firm in Moncton is seeking a Level 1 Product Support Representative to provide support and resolve technical issues for customers. The ideal candidate will have experience in customer support and be skilled in troubleshooting a range of technical problems, including GPS technology. This role emphasizes customer service and effective communication, ensuring customers receive timely assistance.

Qualifications

• Experience in customer support.
• Ability to diagnose and resolve technical issues.
• Familiarity with GPS technology is a plus.

Responsibilities

• Provide service and support to users via call center.
• Evaluate customer issues and diagnose problems.
• Process and record call transactions accurately.

Skills

Customer focus

Troubleshooting

Technical communication

Job description

Overview

We have a position available for a Level 1 Product Support Representative in our Moncton location.

This position is responsible for problem solving, decision making, and providing consultation in order to effectively and efficiently solve issues of customers calling in to the call center. The ideal candidate is customer focused and solution minded with experience in customer support. You will be working with cutting edge GPS technology and providing technical problem resolution to our customers by performing a question diagnosis while guiding the user through step-by-step solutions. Solutions include, but not limited to, resolving username and password problems, verifying proper hardware and software setup, power cycling equipment, assisting with navigating around application menus, troubleshooting connection issues, and other related work as required.

Duties & Responsibilities

• Deliver service and support to end-users using and operating automated call distribution phone software;
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
• Diagnose and resolve technical hardware and software issues involving mobile communication, Bluetooth, GPS, and more;
• Accurately process and record call transactions using designated tracking software;
• Follow up and make scheduled call backs to customers where necessary;
• Stay current with system information, changes, and updates