Job offer: Technical Support Representatives

The Technical Support Representative will provide service to the client's customers. The primary activities of the position will include, but is not limited to; troubleshooting complex problems, analyzing possible root causes and educating customers to perform troubleshooting. The representative is also the interface between customers and technicians by effectively gathering the required information from the caller, troubleshooting and notating a trouble ticket.

Responsibilities
• Provide first contact support for residential and commercial customers to resolve video, voice and internet connectivity issues. • Demonstrate outstanding customer service skills to exceed customer expectations and minimize escalations by taking ownership of customer-reported issues. • Answer calls, generate trouble tickets and update tickets, as needed, until the issue is resolved. • Diagnose, troubleshoot and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements. • Illustrate diplomacy, tactfulness and empathy when dealing with customers.

Skills
Skills in troubleshooting, solving problems and root cause analysis
Efficiency and consistency when working in a fast-paced, conflict resolution environment
Must be able to exhibit written and oral communications skills to a standard as set by the company
Flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business
Demonstrated experience with the use of PCs, along with the ability to navigate in a multi-windowed based environment
• Ability to type in excess of 30 words per minute