Join Our Team: Technical Support Representative
Location: Hanover, ON
Position Type: Full Time
Apply to: resume@corp.wightman.ca

QUALIFICATIONS:

• Experience: Customer service or technical support experience, preferably in the telecommunications sector.
• Education: High school diploma or equivalent experience is required.
• Technical Skills: Proficiency with computers, technical understanding of the internet, and strong typing skills. Experience with general web-based applications. Knowledge of networking principles (e.g., IP, DNS, wireless networks) would be considered an advantage.
• Communication Skills: Exceptional communication and interpersonal skills including active listening, verbal and written communication skills.
• Organizational Skills: Ability to work in a fast-paced environment and handle multiple tasks effectively and manage workload efficiently. The successful candidate must have excellent attention to detail skills and the ability to follow company policies and procedures
• Problem-Solving & Decision Making: Strong troubleshooting skills with the ability to identify client needs, offer creative solutions, and resolve any challenges or obstacles that may arise.
• Customer-Centric Mindset: A passion for delivering exceptional customer service and ensuring customer success, with a focus on building long-term, mutually beneficial relationships.
• Flexibility – available to work evenings, weekends, and holidays as needed.

ABOUT THE ROLE

We are seeking a motivated and customer-focused Technical Support Representative to join our Technical Support team. As part of our team, you will answer Customer requests and enquiries through telephone/email. The ideal candidate will have excellent communication and people skills to handle technical inquiries from our existing and prospective customers. In addition, they must be detail-oriented and embrace/drive change through growth and learning.

KEY RESPONSIBILITIES:

• Technical Troubleshooting: Diagnose and resolve technical issues related to internet, telephone, TV and mobility services
• Customer Interaction: Respond promptly, accurately and professionally to customer inquiries through phone, email, or chat, ensuring customers are valued and supported.
• Equipment Setup and Support: Assist customers with setting up and configuring telecommunications equipment, such as modems, routers, and set-top boxes. Provide guidance on optimizing device performance and connectivity.
• Issue Documentation: Accurately log all customer interactions, technical issues, troubleshooting steps, and resolutions in the company’s ticketing system to maintain detailed records and ensure seamless follow-ups.
• Problem Escalation: Identify complex or unresolved issues requiring advanced technical expertise. Escalate these cases to higher-level support teams or specialized technicians, ensuring proper documentation and handoff.
• Education and Training: Educate customers on how to use self-service tools, troubleshoot common issues independently, and understand their telecommunications services. Empower customers with knowledge to enhance their overall experience.
• Collaboration with Teams: Work closely with colleagues in technical support, customer care, and field services to ensure customer issues are resolved efficiently and satisfaction is achieved.
• Product Knowledge: Stay informed about new product features, and service updates to provide accurate and up-to-date information to customers.