Technical Support - Tiverton, Canada - Bruce Telecom

Bruce Telecom

Verified Company

Tiverton, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The Technical Support Technician is responsible for helping customers use Bruce Telecom services successfully. They are responsible for diagnosing technical issues and providing the necessary support to fix the problem.

Reports to:
Director of Customer Experience

The duties include, but are not limited to:

Be the first point of contact with customers experiencing technical difficulties with any of Bruce Telecom products and services
Provide step by step instruction to help customers understand how to use Bruce Telecom products and services.
Provide support to resolve customer concerns and restore service interruptions with First Call Resolution top of mind.
Ensure trouble tickets are logged for all contacts including full details on the problem, solutions, and customer satisfaction.
Respond effectively to customer inquiries working to shorten average call times which will shorten wait times in the queue.
Initiate required service orders and coordinate with various departments when required.
Promote Bruce Telecom Products and Services and recommend new products/services if needed.
Take ownership for customers and their concerns ensuring proper escalation when required, and follow up directly with the customer to keep them informed.
Develop and maintain technical tips, procedures, sources of information and departmental tools.
High level of accuracy and attention to detail is required for data and maintain records.

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Other Responsibilities_

Complete other duties as assigned to ensure the overall success of the company

Educational Requirements:

Post-secondary education in in Computer Technology or equivalent experience

Experience in Customer Service

Required Qualifications, Skills, and Experience:

Strong troubleshooting ability

Possess strong conflict management skills

Exceptional customer service and relationship skills

Excellent Computer skills

Ability to learn new technology with ease

Experience in the Telecommunications industry is an asset

Strong interpersonal skills

Proven ability to think critically to analyze and solve problems

Ability to handle and prioritize multiple tasks

Valid Driver's License

Working Conditions:

Work in an office environment and retail store location

Interacting with the public at potentially crowded events

Work with telephone, computer, and network equipment

Communication with other departments within the company

Required to work at any location based on business need

Work independently

Required to interact with the public/customers

Physical Demands:

Considerable time spent sitting at a work station using a keyboard and mouse

Communicating using the telephone

May be required to lift up to 15lbs

Prolonged sitting

Mental Demands:

Ability to handle and prioritize multiple tasks

Potential for increased stress level

Interacting with the public/customers

Hours of Work: 40 hours per week

Benefits: