Connex Telecommunications Inc. is a growing outsourcing company that focuses on outstanding customer service and employee experience. The Technical Support Representative will be responsible for addressing technical concerns from subscribers and guiding them through troubleshooting procedures.
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
Skills
- 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
- A Passion for helping people
- Stellar attendance and punctuality are a must
- 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
- Minimum 1-year customer service experience preferred
Benefits
- 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
Company Overview
Connex, founded in 1996, is a part of the Malar Group of Companies and has evolved into a leading edge systems integrator. It was founded in 1996, and is headquartered in Richmond Hill, Ontario, CAN, with a workforce of 201-500 employees. Its website is http://www.connexservice.ca/.