Technical Support Representative

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.

The ideal candidate for this position possesses the following characteristics:

• They are hungry for growth and committed to ongoing learning, self-fulfillment, health, and happiness
• They work to drive limitless improvement and innovation, while sharing ownership and leading by example at every step
• They support, value, and respect every team member with open communication, equal opportunity and positivity to achieve goals together.

Schedule Availability: Mon-Sun between hours of 7am – 11:00pm (Rotating shifts)

Wage: $17.60/Hour

Office Location: Work from home (In-office work available)

What We Have to Offer:

• An amazing team of coworkers and support staff
• A fun work culture that appreciates you
• Ongoing development and career advancement – We promote from within; advance your career through your actions!
• Performance based wage increases every 6 months
• Medical, Dental and Vision Benefits after 6 Months
• All training and equipment will be provided by Connex
• Additional earning opportunities possible for English/French bilingual

Working as a Technical Support Representative, You Will:

• 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

Working as a Technical Support Representative, You Should Have:

• 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

Additional information:

• 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
• Successful candidates may be required to provide a picture of their at home work environment that provides:

• An enclosed work area or private work area
• Proper work desk and chair
• Adequate lighting

Website:

www.dependableit.com

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