Technical Support Representative
Moncton, NB
Technical Support Representative-CUS12453

The PSS Representative position is an entry level technical support role within an Operations team based in a contact center environment. The PSS Representatives will handle technical inquiries from customers who need assistance troubleshooting SMART phones, tablets and/or other consumer electronics.
  • Manage inbound and outbound calls and/or chat sessions from customers regarding their SMART phones, tablets and/or other consumer electronics.
  • Assist customers with a variety of technical support needs for set up within a network of connected devices while providing education and device optimization suggestions for mobile devices, tablets and/or other consumer electronics.
  • Provide customers with logical trouble shooting to resolve operational issues on devices, other equipment and connectivity.
  • In order to ensure we have adequate staff to meet our contractual service level requirements, regular and reliable attendance at the place of work is required
  • Offer customers a value added experience with premier customer service through relationship and rapport building and swift identification and resolution of technology issues all while demonstrating empathy and assurance for the customer throughout the call or chat.
  • Leverage resources including knowledge base or other tools to explore solutions and deliver technical support to customers. Proactively identify and research new technology trends and solutions for inclusion in the knowledge base.
  • Adhere to company code of conduct, policies and procedures and act in accordance with the company’s core values.
  • Other duties as assigned.
The following are required to enable job holders to perform the essential functions of the job.

Skills/knowledge: Ability to identify, analyze and resolve technical issues related to multiple wireless operating systems such as Android, Apple iOS, Blackberry and Windows phone, home networks and routers and synchronization of multiple interconnected devices. Demonstrated ability to correct operating system errors, resolve internet connectivity issues and address compatibility issues across platforms while providing customer education on functionality including Wi-Fi set up and troubleshooting, performing upgrades, repairs and applicable installations, as well as on mobile handheld and tablet device functionality and wireless carrier data product offerings and other consumer home based electronics. Proficiency with a variety of knowledge management systems (KMS) and/or helpdesk reporting tools to deliver technical support.

Experience/education: Associate’s degree in technology, business or a related field or equivalent relevant work experience. Bachelor’s degree preferred. Minimum two (2) years of experience delivering technical support for a variety of technologies and consumer electronics such as mobile devices, PC’s and laptops, hardware and software, virus and/or anti-virus support, Smart TV’s and/or other consumer electronics. Minimum one (1) year prior customer service experience in a call center environment preferred. Technical certifications such as Comp TIA, A+, MSFT Certification, Apple ACMT or Apple Certified Support Professional (ACSP) preferred.

Reasoning Ability: Must be able to adapt quickly, research complex technology and connectivity issues and make decisions with limited information all while maintaining engagement with the customer throughout the call and documenting the issue and outcome. Must be able to apply prior learnings to new situations and adapt or adjust as needed for the specific situation without becoming frustrated when faced with ambiguity or resistance.

Physical demands: Must be able to sit for long periods of time (up to 2 hours). Must be able to speak with customers on the phone or manage online chat sessions for extended periods of time (average 20 minutes per call or chat, however may be as long as 2+ hours). Must be able to use headphones or ear pieces to listen to and speak with customers.

Work environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Brick/Mortar locations - Regularly requires working indoors in environmentally controlled conditions. Regularly requires working with other in a close proximity and sharing workspaces. Requires the understanding that the noise level in the Call Center is that of an office environment and will rise significantly during peak hours.

Training - Routine training classes are required and/or offered during the employee lifecycle. Training may consist of classroom and/or Computer based training (CBT)
Schedules - Flexible to work all shifts as required (evenings, weekends, and holidays)

Job:Technical Support Representative
Primary LocationCA-NB-Moncton
Organization Customer Solutions Tech
Schedule Full-time
Job Posting
Unposting Date