Call Center Representative

Job Summary:

As a Call Center Representative specializing in IT Systems Firmware, you will be the primary point of contact for customers seeking assistance with firmware-related issues in their IT systems.

Key Responsibilities:

Customer Interaction:

• Respond to customer inquiries via phone, email, or chat.
• Provide clear and concise explanations of firmware concepts and troubleshoot firmware-related problems.

Technical Support:

• Diagnose and resolve firmware-related issues in IT systems, including servers, storage devices, and networking equipment.
• Guide customers through firmware updates, installations, and configurations.

Documentation:

• Maintain accurate and detailed records of customer interactions, firmware issues, and resolutions in the CRM system.
• Create and update knowledge base articles to assist customers and internal teams.

Collaboration with Other Teams:

• Collaborate with the development and hardware support teams to address customer concerns and provide comprehensive solutions.
• Communicate effectively with internal teams to share insights and contribute to continuous improvement.

Qualifications:

• High School Diploma or the equivalent.
• Proficient data entry skills.
• Willingness to learn and to take on new challenges.
• Comfortable in a computer-based environment with the ability to navigate dual monitors and multiple applications.

Job Types: Full-time, Part-time

Salary: $22.90-$26.85 per hour

Expected hours: 20 per week

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Education:

• Secondary School (preferred)

Ability to Commute:

• Kingston, ON (required)

Ability to Relocate:

• Kingston, ON: Relocate before starting work (required)

Work Location: In person