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    Technical Support Representative - Alberta, Canada - Teleperformance

    Teleperformance
    Teleperformance Alberta, Canada

    1 week ago

    Default job background
    Full time
    Description

    The Opportunity

    Description

    We're looking for a Technical Support Representative - Remote, working in the BPO industry in Alberta, Canada.

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

    Job Description:

    • Provide first-level technical solutions regarding the installation, operation, and maintenance of products.
    • Answering inbound customer queries.
    • Build and maintain positive customer relations by offering personalized solutions.
    • Ensure requests are handled appropriately by coordinating with various functions within the company.
    • Schedule service calls and follow up with customers/clients
    • Troubleshoots and resolves technical issues using established diagnostics tools and procedures.
    • Responsible for accurate data input using prescribed applications.
    • Exceptional call handling soft skills, must possess the ability to conduct active listening while being empathetic and reassuring the customer.

    Customer service focus:

    ✦ Experience in customer-facing environments (phone, chat, in person, etc.) interaction in somecapacity (can include volunteer work, or project work while in school)

    ✦ Demonstrates a passion for customer service, ownership of the customer experience anddetermination 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 andnon-verbal cues

    ✦ Approaches problems flexibly and can adapt and modify approaches withoutcompromising outcome

    Learning aptitude:

    ✦ Thrives in a team environment: able to seek and provide expertise, challenge productively andhelp others succeed

    ✦ Energy and excitement to master current role, eager for challenges to grow within it and driveto 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 andbalance workload

    Technical knowledge and expertise:

    ✦ Professional and/or personal technical troubleshooting experience

    ✦ iOS, Smartphone, Tablet, PC or Mac experience

    ✦ Deep curiosity for understanding technology, passion for learning more and sharingknowledge with others

    ✦ Uses analytical skills to isolate and resolve complex technical issues through appropriatetroubleshooting methodology

    ✦ Confident in navigating through multiple systems and tools to research, comprehend, and deliversolutions to customers in real-time

    Resilience:

    ✦ Able to self-manage and work independently in a fast-paced and highly demandingenvironment

    ✦ 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 underpressure

    ✦ Self-awareness to identify, address, and manage navigating through challenges associatedwith the role

    ✦ Remains focused and poised despite criticism and setbacks

    ✦ Eager to receive feedback, embraces coaching, and demonstrates changes as a result

    ✦ Strong sense of professionalism exhibited by remaining positive, calm, and composed under pressure

    Experience Required for Your Success

    Requirements:

    ✦ Associate's degree or certification from an accredited program for technical and/or clinical education required

    ✦ 2 years in a technical or clinical/medical-based device support role.

    ✦ Experience with the use of electronic documentation systems required.

    ✦ 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 – wifi connections are not permitted

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