Technical Support Representative - Remote

at  Teleperformance

THE OPPORTUNITY

Description
We’re looking for a Technical Support Representative - Remote, working in the BPO industry in Calgary, 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

Please refer the Job description for details