Technical Support - Work from Home

Teleperformance; Edmonton; Remote; CAD 40,000 - 50,000; Full time

Job summary

A customer support company is seeking an experienced representative to deliver excellent customer service and technical support. The role includes resolving complex issues, managing multiple tasks, and requires a minimum of 2 years in a technical support environment. Ideal candidates will possess strong communication skills, adaptability, and be willing to learn. Applicants must have an Associate's degree or equivalent certification and experience with electronic documentation systems. This is a remote position.

Qualifications

• 2 years in a technical or clinical/medical-based device support role.
• Experience in customer-facing environments.
• Ability to type 30 wpm and pass language/grammar screening.

Responsibilities

• Provide customer support through various channels.
• Troubleshoot and resolve technical issues.
• Manage time effectively while multi-tasking.

Skills

Customer service experience

Communication skills

Problem-solving skills

Time management

Technical troubleshooting

Adaptability

Education

Associate's degree or certification

Tools

Microsoft Office

Electronic documentation systems

Job description

Overview

The Opportunity

We are hiring from any of these locations: Alberta, British Columbia, Nova Scotia, New Brunswick, Manitoba, Newfoundland, Saskatchewan, Prince Edward Island.

Responsibilities and Qualifications

Customer service focus:

• Experience in customer-facing environments (phone, chat, in-person, etc.) interaction in some capacity (can include volunteer work, or project work while in school)
• Demonstrates a passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution
• Obsesses over the customer experience and constantly strives to exceed their expectations
• Able to communicate clearly and effectively, both written and verbal (in required language)
• Able to effectively tailor communication and style to differing audiences and read verbal and non-verbal cues
• Approaches problems flexibly and can adapt and modify approaches without compromising outcome

Learning aptitude:

• Thrives in a team environment: able to seek and provide expertise, challenge productively and help others succeed
• Energy and excitement to master current role, eager for challenges to grow within it and drive to develop skills in the organization
• Stays curious in the pursuit of professional excellence
• Effective time management strategy including the ability to multi-task, prioritize, organize and balance workload

Technical knowledge and expertise:

• Experience with iOS, Smartphone, Tablet, PC or Mac
• Deep curiosity for understanding technology, passion for learning more and sharing knowledge with others
• Uses analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology
• Confident in navigating through multiple systems and tools to research, comprehend, and deliver solutions to customers in real-time

Resilience:

• Able to self-manage and work independently in a fast-paced and highly demanding environment
• Embraces repetition of core job duties, yet eager to take on more responsibility when needed
• Strong sense of professionalism exhibited by remaining positive, calm, and composed under pressure
• Self-awareness to identify, address, and manage navigating through challenges associated with the role
• Remains focused and poised despite criticism and setbacks
• Eager to receive feedback, embraces coaching, and demonstrates changes as a result

Experience Required for Your Success

• Associate’s degree or certification from an accredited program for technical and / or clinical education required
• Experience with the use of electronic documentation systems required
• 2 years in a technical or clinical / medical-based device support role
• Previous contact center experience is an asset
• Working knowledge of Microsoft Office applications including Outlook, Word & Excel preferred
• Excellent communication / comprehension skills
• Ability to type 30 wpm and successfully pass our language / grammar screening
• Excellent home internet hardwired – Wi-Fi connections are not permitted