Technical Support Representative

Summary

As a Technical Support Associate, you’ll have the opportunity to work in a collaborative and engaging environment with a shared goal: to make a positive impact on people’s day! We’ll provide comprehensive training, enabling you to become an expert in your field and confidently deliver an exceptional customer experience. You’ll handle customer inquiries, identify individual customer needs, recommend suitable products and services, demonstrate emotional intelligence, and enhance the overall customer experience.

Benefits

• • Competitive wages and overtime opportunities
• • Paid Training
• • Insurance – Medical, Dental, Vision disability and Life Insurance
• • Refer-A-Friend bonuses
• • Time off – paid vacation
• • Career advancement in a fast growing organization
• • People focused environment where you’ll make lifetime connections and friendships

Responsibilities

• • Communicate with customers through inbound calls, addressing questions about offered products and services in a 24/7 work environment. Agents should remain current with evolving technology and procedures to educate customers on the value of services, optimize service usage, and ensure customer retention.
• • Identify customer needs through active listening, providing answers, assisting with troubleshooting, and recommending products based on individual requirements.
• • Troubleshoot and resolve customer internet issues in a timely and effective manner, utilizing client-defined tools and techniques.
• • Employ a consultative approach with customers experiencing service problems, taking ownership of the issue and its resolution. Determine the root cause of problems and direct field technicians, when applicable, to ensure resolution within stipulated timelines.
• • Utilize multiple computer systems to research products, services, common problems, and solutions. Document customer needs, interactions, and outcomes in the appropriate tool or system, including creating additional requests if issues cannot be resolved in real-time.
• • Create a “WOW” factor in every interaction through exceptional communication skills, ownership of the interaction, and efficient service delivery.
• • Participate in regular 1 to 1 coaching sessions with your supervisor to ensure adherence to key performance indicators.

Desired Traits and Characteristics

So what really makes a great Technical Support Associate? Think of yourself as a product expert and problem solver that provides a consultative approach to issue resolution. If you’re compassionate, energetic, bold and want to work in a customer centric role with an amazing opportunity to make an impact on people’s lives, you’ll love this role!

Qualifications

• • You are at least 18 years of age.
• • You must be able to work in Kingston and/or Portmore.
• • CXC/CAPE, at least 5 subjects, including English A and Mathematics.
• • You can work any 8-hour shift, as we are open 7 days per week, 24 hours per day, with some flexibility as business needs may change.
• • You have at least 6 months of customer service experience and understand the value of coaching/feedback.
• • You have experience troubleshooting issues and understand the importance of owning the resolution for the customer.
• • You demonstrate a caring, supportive, and friendly nature in every interaction with the utmost confidence and urgency.
• • You are computer savvy, comfortable sitting at a desk, and working with multiple monitors.
• • You are results-oriented and comfortable providing customers with recommendations and solutions.
• • You have excellent time management skills.

Additional Information and Instructions

• • HGS is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you have any restrictions that need to be accommodated, please advise during the application process. All information regarding accommodations will be kept confidential.
• • Candidates will be required to pass pre-employment tests and an interview, which may include Artificial Intelligence assessments.

Join us at HGS and become part of a team dedicated to making a difference while enjoying a rewarding career!

About HGS

HGS is a leading global Business Process Outsourcing (BPO) service provider, with a presence spanning four continents. As we continue to expand our contact center business in Jamaica, we invite you to become an integral part of our technology team. Our technology support personnel are crucial to the sustainability and continued growth of our operations.

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