Technical Support Representative Tier 1

Access Communications•Regina, SK

3h•CA$26 - CA$34

About The Position

Access Communications is seeking technical help desk experts who love helping customers. As a community-owned co-operative, they pride themselves on putting customers first and being available when they need them most. This role requires 24/7 open availability, with shifts including days, evenings, and weekends (7 am - Midnight), and the possibility of overnight shifts.

Requirements

Customer experience dealing with complex issues, trouble shooting and problem resolution.
Demonstrate strong communication and interpersonal skills.
A 1-2-year technical diploma in computer or telecommunications studies.
A good understanding of computer systems, mobile devices, Televisions, and other interconnected devices.
Strong analytical skills, the ability to visualize, gather accurate information, articulate, analyze and handle complex problems.
Proven experience as a help desk technician or other customer support role.
Clear Criminal Record Check.
Open availability to work a variety of shifts including days, evenings and weekends.

Nice To Haves

Industry recognized certification such as CompTIA Network+, Cisco CCNA, CCT would be preferred.

Responsibilities

Serving as the first point of contact for customers seeking technical assistance on all product lines by phone, email, chat or tickets with the objective of first contact resolution.
Determining the best solution based on the issues and details provided by the customer.
Completing follow ups with customers, next business day, after resolution to verify the issue is still resolved.
Performing remote troubleshooting through diagnostic techniques and pertinent questions.