Technical Support Representative

Call Center Guys is a rapidly growing, fast-paced, exciting call center located in Fredericton, NB. We are focused on providing the greatest customer experience, coupled with a fun & engaging work environment with huge opportunities for growth. If you are someone who loves talking to people & are driven to succeed, we want to meet with you!

Our clients are some of the fastest growing organisations in North America. We are looking for a passionate customer care team lead to join our wonderful team.

Position Summary

The position is responsible for supporting access control panels, biometric chip/hardware components, as well as various RFID readers and software’s. Primary support activities include responding to e-mail and inbound phone requests for assistance with installing, operating and trouble-shooting products.

Duties & Responsibilities

• Performs remote troubleshooting of hardware and software, and component replacement, installation, and repair.
• Provides intermediate to advanced product education to customers and staff.
• Tests and debugs software and hardware updates.
• Installs and configures computer hardware operating systems and applications.
• Talks staff or clients through a series of actions, over the telephone or via email to help set up systems or resolve issues.
• Troubleshoots system and network problems and diagnoses and solves hardware or software faults.
• Provides procedural documentation and relevant reports.
• Interacts with overseas team when necessary to establish further support for more advanced troubleshooting.
• Learns updated information and skills relevant to role as new products and technology progresses.
• Follows diagrams and written instructions to repair a fault or set up a system.
• Responds quickly to customer support calls and emails. Performs other duties as assigned by management.

Qualifications

• One to three years related experience, or equivalent combination of education and experience.
• Excellent verbal and written communication skills.
• Customer service experience - Computer savvy.
• Commitment to excellence and high standards.
• Strong organisational, problem-solving, and analytical skills; able to manage priorities and workflow.
• Strong interpersonal skills.
• Basic understanding of Hand tools (ex. screwdrivers, pliers, drills, ect.)
• Ability to understand and follow written and verbal instructions - Ability to deal effectively with a diversity of individuals at all organisational levels.
• Basic understanding of I.P. systems and network fundamentals.
• Basic understanding of computer troubleshooting.
• Good judgement with the ability to make timely and sound decisions.
• Ability to adapt to clients’ needs within a troubleshooting scenario.
• Creative, flexible, and innovative team player.
• Ability to work independently or as a team player.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Ability to work in-office at our Fredericton, New Brunswick location. This is not a remote position.

Competencies

Problem Solving

Identifies and resolves problems in a timely manner; Gathers and analyses information skilfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Technical Skills

Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service

Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. Communication Clearly and informatively relays message in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Able to read and interpret written information.

Teamwork

Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Job Type - Full Time Employment.

Wage - $20.00 hourly plus bonus (Range $20.00 Hourly to $22.00 Hourly)

If this sounds like something you would like to be a part of, apply today with your resume!

Call Center Guys is committed to fostering an accessible and inclusive environment, ensuring that all employees, customers, and clients feel respected and valued. We are committed to enhancing a workforce that reflects diversity.If you require accommodation for the interview process, (including alternate formats of materials, or accessible meeting rooms or other accommodation), please advise us so that we are able to work with you to meet your needs.