Remote from Ontario, Quebec, OR Nova Scotia
10 : 00a to 6 : 00p Eastern - 8 months contract
requires nighttime and weekend support
Responsibilities
- Respond to incoming customer tickets and calls / emails
- 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
- Foster strong customer relationships
- Multitask, 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 recommended
- Participate in rotating on-call schedule
- Adhere to company policies and procedures regarding customer service, and problem escalation
- Adherence to a pre-defined schedule (Workforce Management)
Qualifications
- Minimum 2 years of experience in a customer support environment
- Minimum 2 years of experience in a technology environment
- Knowledge of customer support best practices, including support case lifecycle
- Experience and genuine dedication to customer care / support
- Excellent communication skills
- Must have strong organizational skills that demonstrate the ability to prioritize upon short notice while maintaining accuracy
- Detail oriented with excellent analytical and problem-solving skills, including the ability to deal with situations where information is difficult to obtain, complex or ambiguous
- Ability to work effectively with minimal supervision
- Strong interpersonal skills; collaborative team player with a positive, can-do approach.
- Proficiency with Microsoft Office applications
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