Technical Support Representative

Reporting to the Manager, Technical Support, the Technical Support Representative’s primary mandate is to resolve client issues in an effective and timely manner. The company’s solutions are mission critical to the business operations of a very demanding clientele. As the front line service point, the Technical Support Representative is expected to:

• Ascertain problem description
• Perform speedy analysis and issue resolution (preferably without external help)
• Provide advice to clients or partners on technical questions
• Escalate or reassign problem tickets to internal or external experts
• Recommend service improvements

Core Competencies

• Listening skills
• Questioning skills
• Customer Service skills
• Interpersonal Skills (Verbal and Non Verbal)
• Problem Solving skills
• Rapport Building Techniques

Qualifications

• Minimum 1 year experience in a technology support role in a helpdesk/call centre environment
• Outstanding approach to teamwork, collaboration and communication
• PC Hardware and Software troubleshooting experience
• Ability to discuss and resolve complex issues over the telephone
• Experience/willingness to work on a shift rotation
• Superior written and verbal communication skills along with strong problem solving and organizational skills; ability to facilitate
• Ability to understand the importance of SLA’s and delivering to client’s expectations
• Ability to function efficiently without direct supervision
• Excellent customer service skills with a professional demeanor at all times

-WT