Technical Support Advisor - Not specified, Canada - Transcom

Description

Do you love exploring the ways technology helps you do all your favorite things?
Do you love helping people and sharing your knowledge?
Do you want to grow your career with a company that rewards your hard work?
Do you want to improve your work / life balance and work from the comfort of home?
What's in it for YOU
$19.50 CAD, Starting Pay
Plus performance-based incentives each month, earning potential
Pay increases with continuous learning and advancement to new tiers of support
Health Benefits for you and your family, including: medical, dental, vision
Paid Vacation Time
Computer Equipment Provided
100% REMOTE - Work-at-Home, including training
Great Work/Life Balance while developing your career
Position as a Transcom employee (not an independent contractor)
Ability to develop your skills and grow your career
An opportunity to work for a company passionate about people
Join our Transcom Family as a Technical Support Advisor
You'll be the friendly voice of our Telecommunications client to support their customers with smartphones, tablets, and computers.

As a Technical Support Agent, you'll listen to the caller and use your technical expertise, and passion for outstanding customer service, to answer questions about products and services, or troubleshoot technical issues to find solutions.

Listen below to hear a sample of the types of calls you'll handle when you join our amazing team

Call Sample 1:

Call Sample 2:
What we are looking for:
We've got an exciting career opportunity for you, if you can:
Effortlessly engage with callers, actively listen, analyze, and isolate tech issues
Comfortably navigate multiple applications to research solutions
Multitask in systems while patiently providing step-by-step instructions
Calmly provide conflict resolution and navigate frustrated customer situations

Work independently with discipline and motivation to succeed in a virtual environment where you work remotely with coworkers and supervisors from the comfort of your home.

Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers.

Work at a desk and wear an approved headset for the duration of a full-time schedule in order to talk to customers in a high-volume, fast-paced, and sometimes stressful environment.

Requirements:
At least 18 years or older
High School Diploma, or equivalent
Able to successfully pass a criminal background check
Able to work a full-time work week of 35-44 hours, with opportunities for overtime during peak season (We are not currently hiring for part-time opportunities)
Able to maintain 100% strict adherence to the assigned schedule
Able to work a variety of shifts influenced by current business needs (including evenings, weekends, and holidays)
Able to work full-time hours, with reliable attendance, as outlined in the assigned schedule
Strong computer knowledge, including ability to accurately type at least 40 wpm
Excellent English written and verbal communication skills
Courteous and friendly with high level of professionalism
Willingness to follow procedures and adhere to policies
Able to multitask applications while talking to customers on the phone
Able to thrive in a fast-paced work environment
Able to actively listen to customer needs and demonstrate empathy

Ability to work in an environment where you must sit, reach, communicate (verbally and electronically), type, read, multi-task, concentrate, and interact with others in a prolonged setting.

Experience in a technical support role or troubleshooting technical issues preferred
Previous call center and/or work from home experience preferred
Location

Requirements:
Must live and work in one of the following provinces:
Manitoba, New Brunswick, or Ontario
Work at Home

Requirements:
Transcom provides you an all-in-one computer, monitor, and headset for this position. The computer contains a built-in webcam that is required to be used for training and meetings.
You must have a secure, quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift. _(Conflicting responsibilities may include caring for a family member)_

Your home office must have a DSL, Fiber, or Cable Internet that is hardwired into a modem/router via Ethernet.

_(Dial up, Wireless, Mobile Hotspot, or Satellite internet service cannot be used)_
_Your hardwired internet connection must meet the minimum speed requirements:_
Minimum download speed 20 Mbps
Minimum upload speed 3 Mbps
Ping less than 100 ms or less

Although the computer is provided if you are hired, you will need a home desktop or laptop computer that is hardwired using an Ethernet connection to complete the typing and internet speed assessments during the application.

This is a requirement to be considered for this employment opportunity.
What Life at Transcom is like

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents.

We are 30,000+ customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages to international brands in various industry verticals.

Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces.

Proud to be recognized by FlexJobs as on their list of the Top 100 companies to watch for remote work in 2023.

At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.
We are the voice of our clients. We are Transcom.
We are passionate about people and look forward to meeting you

Job Types:
Full-time, Permanent


Pay:
From $19.50 per hour


Expected hours:
per week


Benefits:
Dental care
Employee assistance program
Extended health care
Paid time off
Vision care
Work from home

Schedule:
10 hour shift
8 hour shift
Day shift
Evening shift
Overtime

Supplemental pay types:
Bonus pay
Overtime pay

Work Location:
Remote