Control Center Agent – Technical Support Teir 2

at  Canadian Fiber Optics

JOB SUMMARY:

Canadian Fiber Optics Corp. is looking for a dedicated and knowledgeable Technical Support Agent to join our team. As a Technical Support Agent, you will be responsible for providing exceptional customer service and technical assistance to our users. You will work closely with customers to troubleshoot and resolve technical issues, answer inquiries, and provide guidance on product usage. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for helping others.

SKILLS:

• Strong People Skills: Ability to interact effectively with customers and colleagues, demonstrating empathy, patience, and a genuine desire to serve.
• Problem-Solving: Proficiency in identifying and resolving issues efficiently, utilizing analytical thinking and creative problem-solving techniques.
• Communication: Excellent verbal and written communication skills in English, enabling clear and concise communication with customers and team members.
• Collaborative Approach: Enjoyment of working in a team-oriented, collaborative environment, contributing positively to team dynamics, and achieving common goals.
• Technical Aptitude: Possess a strong technical knowledge and understanding, enabling effective troubleshooting and support for technical issues.
• Organizational Skills: Exceptional organizational skills, including the ability to manage time effectively, prioritize tasks, and handle multiple responsibilities simultaneously.
• Computer Proficiency: Strong proficiency in Microsoft Excel/Word and general computer skills, facilitating efficient work processes and documentation.
• Efficient Work Management: Ability to organize work efficiently, set priorities, and meet deadlines, ensuring tasks are completed effectively and on time.
• Positive Attitude: Maintain an outgoing, positive attitude, fostering a supportive and engaging work environment and enhancing customer interactions.

QUALIFICATIONS:

• Previous Telecom experience including IPTV Services
• 2+ years in Customer Service, Technical support
• Post-secondary education recommended

OTHER REQUIREMENTS:

• This is a full-time position (40 Hrs/week) and requires being on-call on a rotational basis and may require occasional weekend shifts.
  Job Type: Full-time
  Salary: 60,000-$65,000 per year

• Customer Interaction: Interact with customers via multiple channels including telephone, email, website, and electronic data exchange platforms.
• Providing Information: Offer comprehensive information about the company’s products and services to customers.
• Delivering Services: Assist customers with account setup, product activation, and configuration support as required.
• Guidance and Support: Guide customers through step-by-step troubleshooting processes and assist with product usage queries.
• Issue Escalation and Resolution: Escalate unresolved issues to the appropriate teams and ensure follow-up until satisfactory resolution is achieved.
• Record Keeping: Maintain accurate records of customer interactions and technical solutions for reference and analysis purposes.
• Stay Updated: Stay informed about product updates and changes to provide effective support to customers.
• Collaboration: Collaborate with internal teams to enhance product documentation and improve customer support processes.
• Technical Assistance: Provide assistance and troubleshooting for various issues including Wi-Fi troubles, service disruptions, and network problems.
• Provisioning and Support: Manage the provisioning of customer accounts and provide support to local technicians on network-related issues.
• Incident Management: Manage problems and incidents impacting services, conducting post-mortem follow-ups to identify areas for improvement.