Technical Support Representative

Connex Telecommunications Inc.•Hamilton, ON

1d•Hybrid

About The Position

Connex Telecommunications Inc. (DependableIT) is a growing outsourcing company, where we strive to provide outstanding customer service to our customers, as well as a fun and supportive environment for our employees. We know that our employees are our greatest asset. Our commitment to our employees equals our commitment to our customers; we are passionate about providing the best employee experience possible through dedicated coaching, feedback and ongoing development. We are currently recruiting our next class of team members to join our Technical Support team. As a Technical Support Representative, you’ll be responsible for fielding incoming calls from Internet, Digital Phone and Cable TV subscribers, addressing and resolving their technical concerns. Your assistance will involve guiding them through step-by-step troubleshooting procedures via phone communication or coordinating the dispatch of a technician to their residence for hands-on resolution.

Requirements

A Passion for helping people
Stellar attendance and punctuality are a must
Minimum 1-year customer service experience preferred
Ability to receive and implement ongoing feedback / coaching
Exceptional customer service and interpersonal phone etiquette skills
Comfortable with technology, the Internet, Windows, and competent typing skills
Ability to successfully employ de-escalation strategies
Strong oral/written communication skills
Must be results oriented
Motivated to be a consistent performer
Flexibility in scheduling availability between 7am and 11:00pm Mon-Sun
Candidates must be legally able to work in Ontario, Canada
Candidates should not be convicted of a criminal offense for which a pardon has not been received
Must have a reliable and consistent internet connection and be able to hard wire the provided work router and PC into their home network

Nice To Haves

Additional earning opportunities possible for English/French bilingual

Responsibilities

Provide exceptional customer service and problem solving by responding to inbound calls
Resolve technical issues associated with customer's internet connection, cable TV and digital phone
Have the ability to work with basic computer users who require assistance from agents who are patient and are strong communicators
Be an active listener who can show empathy and patience in a non-scripted environment
Work in a fast paced, high volume, environment
Be comfortable with change
Multitask efficiently using several Windows applications simultaneously to verify customer information, determine the root cause of any issue and provide the proper resolution
Achieve performance goals for call time, accuracy, quality, de-escalation, and customer satisfaction