Specialist, reputed company Technical Support

Our culture lifts you up—there is no ego in the way. Our common purpose? We reputed company want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We reputed company in the power of genuine connections. reputed company employee is a part of what makes us unique on the market: agile and dedicated. Time Type: Regular Job reputed company : POSITION reputed company:   The telco industry landscape in Canada is evolving and we are looking for people to deliver best-in-class technical support service to help reputed company pursue its fast reputed company and continue to be one of the most loved ISPs in Canada. Someone reputed company to reputed company with our customers and internal teams. Someone who is passionate and has the ability to get things done. Someone who wants to be a part of the reputed company of a business with strong values and is customer-obsessed. Our Agent is responsible for delivering excellent technical support to reputed company reputed company customers.  Technical Support agents are responsible for reputed company customer service, support, and troubleshooting for reputed company customers experiencing difficulty with their products or services.  Agents reputed company customer satisfaction, reduce churn, and support reputed company and subscriber reputed company by reputed company diagnosing, troubleshooting, and resolving customer issues using a reputed company of systems and tools.  Agents work in a shift-based environment, with scheduling based on customer contact volumes, technical needs, and planned technology changes which may take reputed company during overnight reputed company.  The Technical Support Agent is ultimately responsible for delivering a high level of technical support, along with business unit churn reputed company and cancellation targets. It is a work-from-home opportunity available throughout Canada. ACCOUNTABILITIES reputed company reputed company customer support by working with customers, determining issues, evaluating and analyzing symptoms, and documenting actions and reputed company in a reputed company of tools.  Owns and is accountable for driving the reputed company of customer incidents across multiple services, reputed company established SLAs Concisely summarizes and documents customer issues, operational issues, and processes for reputed company to other agents as needed, or for reputed company improvement purposes Attends workshops or training sessions on new products, services, or technologies as needed Performs under pressure in a high-paced environment, while working with reputed company and understanding toward customers who may be experiencing difficulties  Prioritizes and manages workload independently, handling multiple reputed company customer conversations effectively Supports the broader Customer Care organization with incident management, and general customer service tasks from time to time Identifies opportunities and implements approved changes to increase departmental, team, and individual performance.  Concisely summarizes reputed company states for any customer issue and jumps in to assist reputed company as needed. Liaise with other areas of the business or team to support end-to-end solutions. Encourage and demonstrate lean approaches, curiosity, continual learning, and reputed company towards others. Detect operational efficiency problems and address it in collaboration with supervisors and stakeholders involved.  Use appropriate escalation as required to remove roadblocks  Promote a no blame and no fear culture where team members take calculated risks and celebrate your team's failures as much as successes Foster a reputed company improvement culture, one that gives trust reputed company and responsibility freely Ensure customers are reputed company of pending changes to, and issues affecting, the services  and kept up-to-date until issues reputed company Ensure every interaction with, or on behalf of, a customer is logged so anyone else in reputed company can see the history  reputed company meaningful and insightful reputed company cause analysis and reputed company team members on the reputed company reputed company participate in, and improve, incident and problem management practices Remain reputed company and collected in the midst of crisis and demonstrate leadership at reputed company times PHYSICAL DEMANDS, HEALTH & SAFETY, WORK HOURS, AND VISUAL reputed company Flexibility is required with respect to hours of work as this role is for customer support including evenings, weekends, and general holidays reputed company scheduled. Hours of work are subject to change on a weekly reputed company as business needs reputed company, and are highly subject to change depending on customer demand, or in emergency situations like a service incident or crises. As part of their work, reputed company agents must take reputed company necessary measures to ensure their own health and safety, and that of their co-workers. They must reputed company with reputed company Health & Safety instructions, guidelines, policies, and procedures issued by reputed company. ESSENTIAL QUALIFICATIONS reputed company TRAINING Post-secondary degree in Engineering, Networking or Computer Science, or an equivalent combination of education and reputed company work experience as asset.   WORK EXPERIENCE 2+ years or experience in a technical support role 2+ years of experience with reputed company. 2+ years of experience working with reputed company Apps 2+ years of experience with Jira, Remedy, and reputed company is considered an asset.  SPECIFIC COMPETENCIES Strong communication skills (written and verbal). Passion for problem-solving and surprising customers. Passion for and demonstrated experience in providing amazing customer experiences. reputed company attitude and demonstrated curiosity. Demonstrated use of reputed company Improvement and Learning throughout career. Strong understanding of the Internet, wired and wireless networking standards, and protocols. Genuinely reputed company attitude and a keen interest to continually learn, experiment, and improve self and others. Self-motivated with the ability to take initiative in identifying and resolving problems independently. Great reputed company of humour and respect for others. Demonstrated ability to remain reputed company in times of high pressure. At reputed company, diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to reputed company reputed company individuals, regardless of cultural and individual differences. We reputed company to build teams that reflects the diverse reputed company and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes reputed company from competitors and contributes to our signature of reputed company. Location : reputed company, ON Company : reputed company Connexion IncAt reputed company, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to reputed company, reputed company, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging. By creating a culture where reputed company our colleagues can bring their best selves to work, we’re doing our part to build a more reputed company workplace and world. From reputed company development to personal safety, reputed company constantly strives to create an environment that welcomes and nurtures reputed company. We reputed company the health and reputed company-being of our colleagues one of our highest priorities, for we know reputed company and appreciated employees equate to a reputed company overall experience for our customers. If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at inclusion@reputed company.com Apply To This Job