Tech Support Representative

telMAX Inc.; Markham; Vor Ort; CAD 42.000 - 56.000; Vollzeit

Zusammenfassung

telMAX Inc. seeks a Tech Support Representative to assist customers with inquiries, concerns, and technical issues related to our products and services.

You will build positive relationships to drive customer satisfaction and retention, while supporting sales potential. Reporting to the Customer Service Team Lead, you will respond to inquiries via phone and online channels, troubleshoot connectivity and device issues, guide router setups, and document interactions to ensure consistent service

Qualifikationen

• Strong oral and written communication in English.
• Proven customer service experience.
• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Highly organized with ability to prioritize a varied workload in a fast-paced environment.
• Ability to build relationships and work collaboratively in a team.
• Accountable, flexible, and able to maintain composure under pressure.
• Upholds integrity and follows company policies.

Aufgaben

• Respond to customer inquiries via telephone and online channels, processing orders, updating accounts, and documenting complaints.
• Maintain accurate records of customer interactions and correspondence.
• Proactively reach out to customers to strengthen relationships.
• Troubleshoot and resolve technical issues related to internet connectivity, equipment, and network performance.
• Guide customers through router setups, Wi-Fi optimization, and firmware updates.
• Escalate unresolved issues to higher-level support and follow up to ensure resolution.
• Provide real-time support during service outages with status updates and timelines.
• Diagnose and resolve hardware/software compatibility issues affecting network performance.
• Collaborate with other departments to deliver high-quality customer support.
• Gather information to assess validity of complaints and determine root causes.
• Suggest improvements to enhance customer experience and prevent issues.
• Prioritize customer satisfaction while meeting business goals.
• Perform other duties as required.

Kenntnisse

Call center experience

Strong communication (oral & written)

Microsoft Office Suite

Relationship-building

Organized & multitasking

Team collaboration

Calm under pressure

Ausbildung

Secondary school graduation

Tools

Microsoft Office Suite

Jobbeschreibung

Your Position & How You Will Contribute:

Reporting to the Customer Service Team Lead, the Tech Support Representative is dedicated to assisting customers with inquiries, concerns, complaints, or any issues related to our products and services. This role is focused on building and maintaining positive relationships with customers to achieve high levels of customer satisfaction, ultimately enhancing sales potential and customer retention.

Responsibilities & Key Duties:

• Respond to customer inquiries via telephone and online channels, providing information about products or services, processing orders, updating accounts, and documenting complaints.
• Maintain accurate records of customer interactions and relevant correspondence to ensure consistency and quality in customer service.
• Proactively reach out to customers to strengthen relationships, sharing both positive updates and addressing any concerns
• Troubleshoot and resolve technical issues related to internet connectivity, equipment, and network performance.
• Guide customers through technical configurations, including router setups, Wi-Fi optimization, and firmware updates.
• Escalate unresolved technical issues to higher-level support teams and follow up to ensure resolution.
• Provide real-time support during service outages, ensuring timely communication with customers about status updates and resolution timelines
• Diagnose and resolve common hardware and software compatibility issues affecting network performance.
• Collaborate with other departments to deliver seamless and high-quality customer support.
• Gather all necessary information to assess the validity of complaints and determine underlying causes.
• Suggest process, product, or service improvements to enhance customer experience and prevent future issues.
• Prioritize customer satisfaction while meeting commitments to help achieve business goals.
• Perform other related duties as required to support the team and business objectives.

What You Bring:

• Experience in a call center environment is preferred.
• Telecommunications and network experience is an asset but not essential.
• First Aid training is an asset.

Experience:

• Strong oral and written communication skills in English.
• Proven experience in a customer service role, with a strong commitment to customer satisfaction.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Highly organized and structured with the ability to prioritize a varied workload in a fast-paced environment.
• Ability to build relationships and work collaboratively as part of a team.
• Accountable, flexible, and able to maintain composure under pressure.
• Upholds integrity, follows company policies and procedures, and contributes to a positive work environment by sharing knowledge and demonstrating functional and technical expertise.

Education:

• Secondary (high) school graduation certificate or equivalent experience.