Note: The job is a remote job and is open to candidates in USA. Connex Telecommunications Inc. is a growing outsourcing company committed to providing outstanding customer service. They are seeking a Technical Support Representative to field incoming calls and resolve technical concerns for Internet, Digital Phone, and Cable TV subscribers through troubleshooting and coordination of technician dispatch.
Responsibilities
- Provide exceptional customer service and problem solving by responding to inbound calls
- Resolve technical issues associated with customer's internet connection, cable TV and digital phone
- Have the ability to work with basic computer users who require assistance from agents who are patient and are strong communicators
- Be an active listener who can show empathy and patience in a non-scripted environment
- Work in a fast paced, high volume, environment
- Be comfortable with change
- Multitask efficiently using several Windows applications simultaneously to verify customer information, determine the root cause of any issue and provide the proper resolution
- Achieve performance goals for call time, accuracy, quality, de-escalation, and customer satisfaction
Skills
- Candidates must be legally able to work in Ontario, Canada
- Candidates should not be convicted of a criminal offense for which a pardon has not been received
- Must have a reliable and consistent internet connection and be able to hard wire the provided work router and PC into their home network
- Stellar attendance and punctuality are a must
- Minimum 1-year customer service experience preferred
- Ability to receive and implement ongoing feedback / coaching
- Exceptional customer service and interpersonal phone etiquette skills
- Comfortable with technology, the Internet, Windows, and competent typing skills
- Ability to successfully employ de-escalation strategies
- Strong oral/written communication skills
- Must be results oriented
- Motivated to be a consistent performer
- Flexibility in scheduling availability between 7am and 11:00pm Mon-Sun
Benefits
- Medical, Dental and Vision Benefits after 6 Months
- Performance based wage increases every 6 months
- Ongoing development and career advancement – We promote from within; advance your career through your actions!
- All training and equipment will be provided by Connex
- Additional earning opportunities possible for English/French bilingual
Company Overview
Connex, founded in 1996, is a part of the Malar Group of Companies and has evolved into a leading edge systems integrator. It was founded in 1996, and is headquartered in Richmond Hill, Ontario, CAN, with a workforce of 201-500 employees. Its website is http://www.connexservice.ca/.