Remote from Ontario, Quebec, OR Nova Scotia10 : 00a to 6 : 00p Eastern - 8 months contract requires nighttime and weekend supportResponsibilitiesRespond to incoming customer tickets and calls / emailsSolution support for existing clients fulfilling ongoing support needs;
gather customer’s information and determine the issue by evaluating and analyzing the symptoms; redirect problems to appropriate support resourceFoster strong customer relationshipsMultitask, prioritize and organize all calls and emails sent to you and assigned to you.
Document all technical inquiries and customer-reported problems in the ticketing system, including the nature of the support inquiry and the resolution recommendedParticipate in rotating on-call scheduleAdhere to company policies and procedures regarding customer service, and problem escalationAdherence to a pre-defined schedule (Workforce Management)QualificationsMinimum 2 years of experience in a customer support environmentMinimum 2 years of experience in a technology environmentKnowledge of customer support best practices, including support case lifecycleExperience and genuine dedication to customer care / supportExcellent communication skillsMust have strong organizational skills that demonstrate the ability to prioritize upon short notice while maintaining accuracyDetail oriented with excellent analytical and problem-solving skills, including the ability to deal with situations where information is difficult to obtain, complex or ambiguousAbility to work effectively with minimal supervisionStrong interpersonal skills;
collaborative team player with a positive, can-do approach.Proficiency with Microsoft Office applications
Software Support Technician
Solution support for existing clients fulfilling ongoing support needs; gather customer’s information and determine the issue by evaluating and analyzing the symptoms; redirect problems to appropriate support resource. Knowledge of customer support best practices, including support case lifecycle. D...
Software Support Technician
Proficiency with Microsoft Office applications....
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