Technical Solutions Expert – Customer Care

SELECTCOM INC; Ottawa; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading company in technical solutions is seeking a Technical Solutions Expert to provide exceptional customer care for clients facing complex technical difficulties. The role involves collaborating with multiple departments, guiding clients on telephony solutions, and ensuring exemplary support while handling inquiries via phone, email, and chat. Successful candidates will be bilingual and possess strong analytical, communication, and time management skills, making them crucial in maintaining client satisfaction and operational efficiency.

Qualifications

• Minimum 1 year experience in customer care and technical support.
• 1+ year of troubleshooting and helpdesk experience.
• Intermediate to advanced computer skills required.

Responsibilities

• Own and innovate the end-to-end implementation process.
• Ensure excellent customer experience and oversee tasks.
• Act as a key point of contact for designated clients.

Skills

Bilingualism (French and English)

Time Management

Analytical Skills

Communication Skills

Technical Aptitude

Tools

Microsoft Office

Job description

Technical Solutions Expert – Customer Care

EMPLOYER : SELECTCOM INC

JOB DESCRIPTION :

In this position, you will be primarily responsible for collaborating with various departments in advising & supporting clients on the best telephony solution for their business. You will complete tasks assigned to you and handle clients' requests by phone, email, and chat.

Selectcom is looking for a Technical Solutions – Customer Care representative to assist in the communication (electronically and by phone) with clients experiencing complex technical difficulties related to VOIP and Internet; to determine and resolve problems efficiently.

The Technical Solutions Rep will guide clients into creating the ideal setup of our technology to effectively align with their company's goals & practices. Plus, this role will also support the IT / Interconnect with the setup of equipment, explaining the proper installation of cables, operating systems, or appropriate software. This role will be taught and coached to remotely access various types of equipment like Routers, Switches, Analog-Converters, IP Phones, PA Systems & misc. accessories; some technical aptitude is a must.

The Technical Solutions Expert will be responsible for collecting, organizing, and maintaining a "Problems & Solutions" log to help enrich both the clients and the company's knowledge base.

ROLE RESPONSIBILITIES :

• Ownership and innovation of the end-to-end implementation process using best practices to serve and support clients.
• Implementation of orders & account follow-up as relationship-manager.
• Ensuring an excellent customer experience, including timeliness, quality, and task-management focus.
• Oversight and accountability of all assigned tasks.
• Regularly communicating updates with direct manager.
• Acting as key point of contact with designated clients.
• Addressing clients' requests by phone, email, and chat according to outlined company standards.
• Collecting payments, performing miscellaneous account modifications, and data-entry.
• Attending / actively participating in team meetings.
• Collaborating with various departments on individual task-work & group projects.
• Using company software, IP-Telephony equipment, and adapting to new programs & products.

ROLE REQUIREMENTS :

• Bilingualism (French and English) required.
• Minimum 1 year experience in customer care and technical support; strongly preferred.
• Intermediate to advanced computer skills and a working knowledge of various software applications, including but not limited to Microsoft Office.
• 1+ Year of troubleshooting and helpdesk experience.
• Understanding of the Telecom industry an asset.
• Superior time management and multi-tasking skills.
• Excellent analytical and judgment skills.
• Ability to handle fluctuating volumes, work under pressure, and maintain attention to detail.
• Adept at working both in a team environment and independently.
• Self-motivated and goal-oriented; overall strong work ethic.
• Possess a high level of integrity and accountability.
• Ability to take direction and respect guidelines.
• Extremely punctual.
• Excellent communication skills, both written and oral.

This role is for you if :

You have effective interpersonal skills, flexibility, vibrancy, excellent communication skills, and seek to be in an inclusive environment. You want to be part of something new and ever-advancing; you want to be on the cutting-edge of technology and you are an avid user of / have some knowledge of all the latest in technological platforms and industry buzz.

Benefits :