Technical Support Representative
- Brantford, ON
- Permanent
- Full-time
- Performance-based bonus opportunities
- Supportive leadership and coaches
- Ongoing training to be the best that you can be in your job
- Leadership development programs to prep you for career growth opportunities (Gatestone loves to promote from within)
- Employee discounts to local stores and services
- Extra bonus opportunities through our Employee Referral Program
- Paid, professional training provided to successful candidates
- Growth opportunities within the company and monthly performance incentives are offered
- Employee Engagement Initiatives
- Earn monthly bonuses with our employee referral program.
- Provide knowledgeable technical support and troubleshooting guidance pertaining to network, Internet, cable, satellite, digital phone, and computer issues
- Communicate electronically and by phone with customers experiencing technical difficulties to determine and document problems experienced
- Diagnose and resolve technical problems encountered by customers
- Consult internal software, tools and guides, to research customer issues and implement solutions
- Document customer records with log of problems and solutions for use by other Technical Support Representatives.
- Deliver exceptional customer experience while staying within our support scope guidelines
- Educate customers in realizing the full benefit of the clients products and services and look for opportunities to improve our business and elevate customer experiences
- Promote and sell the features, advantages, and benefits of client products and services to our customers
- Employ time management and multi-tasking skills to maintain high service levels
- Thoroughly document customer interactions and escalate potential service issues
- Identify opportunities to improve customer service levels
- Provide feedback to leadership teams to improve environment
- Various other duties as needed
- Comfortable with computer systems, networking, computer components, LAN, cable and TV setups, internet applications, browsers, and a comfort level with troubleshooting these topics patiently with customers over the telephone. Experience and education in these areas is an asset however training is provided.
- Demonstrated customer service experience within retail, sales, or call center environments
- Exceptional customer service and communication skills
- Professional business manner
- Ability to work independently and the desire to go above and beyond while contributing to a team’s overall success
- Excellent organizational and multi-tasking skills and adaptable to changing priorities and challenging situations
- A positive “can do” attitude and customer focused approach that will enable you to deal with challenging situations with integrity, empathy and sincerity
- Must be eligible to work in Canada