REPORTS TO:Operations Supervisor
JOB DESCRIPTION:Location, time of shift and call routing dependant, the Technical Support Representative will provide service to client customers. The primary activities of the position will include, but not be limited to; troubleshoot complex problems, analyze possible root causes and educate customers to perform troubleshooting. Interface between customers and technicians by effectively gathering the required information from the caller, troubleshooting and notating a trouble ticket.
KEY RESPONSIBILITIES:
Provide first contact support for residential customers to resolve video, voice and internet connectivity issues.
Demonstrate outstanding customer service skills in order to exceed customer expectations and to minimize escalations by taking ownership of customer reported issues.
Answer calls, generating trouble tickets and updating 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.
KEY COMPETENCIES:
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.
QUALIFICATIONS AND EXPERIENCE:
Prior experience with TDS Telecom in a similar capacity
OR
Minimum 5 CXC passes including grade 1 or 2 in English A and Mathematics
Ability to type in excess of 30 words per minute
1+ years of customer service experience in a similar performance managed environment. Prior technical support / troubleshooting experience preferred.
