Sydney Technical Support Representative (Full-Time)
$34,840,000–$34,840,000 year
On-siteSydney, Nova Scotia, Canada
Job Summary
Handle inbound and outbound phone contacts with residential and business customers to troubleshoot account issues, provide general customer service, and up-sell products and services. Ensure first call resolution through effective problem solving, research systems to coordinate with other departments, and accurately document and process customer claims. Utilize knowledge base and training to answer questions while following required scripts, policies, and procedures, and escalate issues to appropriate staff as needed. Attend meetings and training to stay current on program knowledge, systems, and processes. This entry-level role offers on-the-job paid training for candidates with excellent communication skills and a customer service orientation.
Required Qualifications
- Must be 18 years of age or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- The ability to type swiftly and accurately (20+ words a minute)
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Basic understanding of Windows operating system
- Highly reliable with the ability to maintain regular attendance and punctuality
- The ability to evaluate, troubleshoot, and follow-up on customer issues
- An aptitude for conflict resolution, problem-solving, and negotiation
- Must be customer service oriented (empathetic, responsive, patient, and conscientious)
- Ability to multi-task, stay focused, and self-manage
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change and ambiguity prevalent
- Excellent interpersonal skills and the ability to build relationships with your team and customers
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
- State or Federal work experience
Additional Requirements
- Must be authorized to work in the country where the job is based.
- Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint.
- Job offers are contingent on background/security investigation results.
- Must be willing to submit to drug screening. (Does not apply in Canada)
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