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

Responsibilities

In this role, Technical Support Agents are responsible to provide best-in-class technical support relating to the product and/or service lines offered by our client, Flow (CWJ). Our agents are engaged, and enthusiastic, display empathy and are focused on providing an appropriate resolution with the customer’s first call. Customer inquiries will include but will not be limited to requests for technical support for their internet, home phone or mobile services. The Technical Support Representative will use the tools, applications, and procedures along with dynamic communication strategies to effectively support/resolve each customer’s inquiry ensuring customer satisfaction.

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.

About Advantage Communications

When you're an employee of Advantage Communications, you're home. Located at 3 different locations, the Towers in New Kingston, Half Way Tree and Portmore, we are looking for strong community leaders who embody our 4 core values. If you are a positive person, honest, humble and fun to work with, we'd very much like you to become a member of our Advantage Family!

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