ACI - CWJ - Technical Support Specialist

Summary

Our Technical Support Representatives are passionate about helping customers by making every interaction a positive experience that affirms the customers decision to choose Flow. We are an inbound customer support centre communicating with our customers via voice channels. We want people with a caring personality, who enjoy making a positive impact with every customer interaction.

Benefits

• • Paid time off
• • Medical, dental and vision
• • Performance pay incentives
• • Career growth opportunities
• • FLOW service discounts

Responsibilities

• Provide Technical Support:

  • • Deliver best-in-class technical support for internet, home phone, and mobile services offered by Flow (CWJ).

• Customer Engagement:

  • • Maintain an enthusiastic and empathetic approach, focused on delivering a positive customer experience.

• First-Call Resolution:

  • • Aim to resolve customer issues effectively during the first call.

• Handle Diverse Inquiries:

  • • Address a range of customer inquiries, including technical support requests and service-related concerns.

• Utilize Tools and Applications:

  • • Use provided tools, applications, and procedures to support and resolve customer inquiries efficiently.

• Dynamic Communication:

  • • Employ effective communication strategies to address customer needs and ensure clarity in troubleshooting steps.

• Ensure Customer Satisfaction:

  • • Prioritize customer satisfaction by providing timely and accurate support and solutions.

Desired Traits and Characteristics

• • You’re consistently ready to work and on time as scheduled.
• • You’re coachable and open to feedback.
• • You’re personable with strong conversation etiquette.
• • You are computer savvy and comfortable with using multiple applications.
• • You’re a great communicator both verbally and written.
• • You like earning a bonus for your performance and being part of a winning team.
• • You have a natural instinct to multitask, be flexible, and the ability to adapt to changes.
• • You love to learn and have strong problem-solving skills.
• • Patience in working with customers is second nature for you.
• • We also want people with drive and ambition - people who want a career, not just a job. Punctuality, performance, and positivity will set you up for success!

Qualifications

• • One (1) year of call centre experience within a customer service, or related field would be an asset.
• • Experience in Telecommunications/Mobile communication would be considered an asset.
• • Experience in contact center / customer facing environment.
• • Personal computer and data-entry skills
• • Knowledge and understanding of computer software packages (Internet, MS Word, Excel, etc.)
• • Knowledge of order entry and ticket entry and tracking CRM structures would be an asset.
• • Experience with using computers and navigating multiple screens/applications (multi-tasking)
• • Applicants must be 18 years of age or older.
• • Minimum of 3 subjects, math and English preferred
• • 24-hour availability with the ability to work full-time hours.
• • High school completion is required. Post-secondary diploma would be an asset.
• • Satisfactory completion of a background check.
• • Ability to handle stressful environment where operating procedures change rapidly according to customer and business needs.

Additional Information and Instructions

✔️Once the application is completed, a recruiter will contact you to do the additional tests. This tells us what you are qualified for. ✔️Once this testing is completed, you will be scheduled for a 30 minutes in person interview. ✔️If you do not show, you will be removed from the application process.

Share This Job