Provide first level customer service/ technical solutions in regard to client products.
Build and maintain positive customer relations by offering personalized solutions.
Strive to exceed expectations.
Ensure requests are handled appropriately by coordinating with various functions within the company.
Schedule service calls and follow up with customers/clients.
Troubleshoots and resolves technical issues using established diagnostics tools and procedures.
Responsible for accurate data input using prescribed applications.
Exceptional call handling soft skills, must possess the ability to conduct active listening while being empathetic and reassuring the customer.
Demonstrates passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution.
Able to effectively tailor communication and style to differing audiences and read verbal and non-verbal cues.
Answer inbound/outbound customer queries.
Approaches problems flexibly and can adapt and modify approach without compromising outcome.

Requirements

Minimum 6 months of experience in customer facing environments (phone, chat, in person, etc.)
Minimum high school degree.
A degree or certification in technology is a plus.
Working knowledge of Microsoft Office applications including Outlook, Word & Excel preferred
Must be at least 18 years old
Excellent communication/comprehension skills in English and French.
Able to communicate clearly and effectively, both written and verbal (in required language)
Ability to type 30 wpm and successfully pass our language/grammar screening
Excellent home internet hardwired.
Technical Knowledge and Expertise iOS, Smartphone, Tablet, PC or Mac experience
Professional and/or personal technical troubleshooting experience.
Deep curiosity for understanding technology, passion for learning more and sharing knowledge with others.
Confident navigating through multiple systems and tools to research, comprehend and deliver solutions to customer in real time.
Uses analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology.
Thrives in a team environment: able to seek and provide expertise, challenge productively and help others succeed.
Energy and excitement to master current role, eager for challenges to grow within it and drive to develop skills in the organization.
Effective time management strategy including ability to multi-task, prioritize, organize and balance workload.
Resilience
Strong sense of professionalism exhibited by remaining positive, calm and composed under pressure.

Benefits

Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
Paid training
Continuous learning through progressive training that is specific to your tenure and skills.
Competitive salary
Positive and supportive environment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical troubleshootingdata inputactive listeningcommunication skillstyping 30 wpmanalytical skillsiOS experienceSmartphone experienceTablet experiencePC or Mac experience

Soft Skills

customer serviceempathyadaptabilityteamworktime managementresilienceprofessionalismproblem-solvingcommunicationpassion for learning

Certifications

high school degreetechnology certification