Tier One Technical Support Representative

Vianet - Greater Sudbury, ON (il y a 30+ jours)

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POSITION TITLE: First Line Technical Support Rep

X1 Full Time

X1 Part Time

DEPARTMENT: Technical Support

LOCATION: Sudbury

REPORTS TO: First Line Tech Support Manager

COMPANY:

Vianet is a well-established, customer-oriented telecommunications company located across Ontario. We provide Residential, Small Business, and Enterprise level customers in both urban and rural locations with a wide range of services to suit their unique needs. We offer internet access across a variety of mediums, such as our own Fibre and Wireless infrastructure, which we are continually expanding, as well as over third-party DSL and Cable. We also provide phone service in all our serving areas, as well as high-definition television service in select areas.

We are looking for more hard working employees to help continue to grow our company. To serve our customers better each and every day we need great people. That’s why we approach our passion for our company with the same passion for our people. We know that the right people in the right positions can do incredible things, and we love watching that happen!

JOB SUMMARY:

There is an immediate opportunity for a Full Time and part Time First Line Technical Support Rep at the Sudbury location. First Line Support is the customer’s first point of contact when calling the technical support department. This position is responsible for providing prompt and courteous service and setting the tone for the customer experience. In order to best serve our customers and streamline the support process, First Line Support carry out a number of tasks in an effort to manage call volume, resolve simple issues, assess and prioritize need, and escalate issues as required following basic but thorough troubleshooting and information gathering guidelines.

POSITION RESPONSIBILITIES:

  • Answer in bound customer calls and inquiries for T1 technical support
  • Prompt call response time & ensure customers are addressed in a timely manner
  • Minimize caller wait times in the queue
  • Call and queue management
  • Communicate outages
  • Strive for first call resolution
  • Create call tickets in the system
  • Document accurate account notes, reason and resolution
  • Basic trouble shooting of technical issues, requests and set up
  • Internet connection and email client configurations
  • Provide client assistance with the use of Vianet software and services.
  • Accurate information gathering and escalation to senior techs
  • Ensure customer satisfaction and quality of service

EXPERIENCE / KNOWLEDGE REQUIRED:

  • Previous customer service experience in tech support
  • Completion of a post secondary diploma is preferred
  • Technical background and understanding is required
  • Bilingualism considered an asset
  • Above average computer skills in MS Office, Word and Excel
  • Tech savvy. Familiar with various Internet Browser(Firefox/IE)/Email Clients(Outlook/OE/Thunderbird) as well as various operating systems(Windows, Mac)
  • Knowledge of internet and related products
  • Good data entry skills with a focus on accuracy
  • General knowledge of operating standard office equipment
  • Solid communicator both verbal and written
  • Strong organizational and administrative skills
  • Regular time and attendance is an essential job function
  • Team player with a positive attitude and good work ethic
  • Excellent customer service, technical trouble shooting abilities and problem solving skills
  • Ability to work independently and efficiently with sound attention to detail
  • Excellent time management skills with the ability to multi-task and prioritize work in a busy fast paced environment

HOURS OF WORK: Afternoons, evenings and weekend shifts available.

Job Type: Full-time

Salary: $15.00 /hour

Experience:

  • customer service in tech support: 1 year (Required)

Education:

  • Secondary School (Required)

Location:

  • Greater Sudbury, ON (Preferred)