Job Details
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Job Description
- The agent will be responsible for resolving assigned client requests and assisting clients with system functionality.
- The candidate is required to adhere to SLA guidelines, follow our customer service standards and participate in online (webinar) training and meetings with clients when needed.
Key Responsibilities:
- Client Support.
- Communicate with clients and partners in a professional manor through written and verbal communication.
- Adhere to Quality and Service Level guidelines (SLA).
- Follow standard Tech Support operating procedures; accurately log all Tech Support contacts.
- Manage personal schedule with minimal supervision.
- Other responsibilities as defined from time to time by the management team.
Job Requirements
- Bachelor's degree in any discipline.
- Excellent command of French.
- Very good command of English.
- Excellent communication skills.
- Minimum one year experience supporting direct business or technology customers.
- Proficiency with the Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
- Solid knowledge of Wireline and Wireless Telecom Services, both from an invoicing and hardware and software perspective
- 3-5 years of work experience in Telecom (Wireless Required) Wireline a huge asset.
Qualifications and Skills:
- Organized and can manage multiple systems and requests.
- Excellent communication, analytical, and organizational skills.
- Very detailed oriented and able to adhere to strict timelines.
- Experience working with Canadian & US Telecom Carriers.
- English and French Speakers.
- Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
- Excellent presentation skills; Excellent verbal and written communication skills.
- Professional phone skills and demeanor.
- Ability to work diligently without direct supervision.
- Previous customer service experience strongly desired.
Working Conditions:
- Working Hours are 3 pm - 11 pm.
- 2 days working from home and flexible working hours environment.
- 2 fixed days off (Saturday-Sunday)
- Monthly bonus program.