Tier 1 Tech Support Agent

The Technical Support Representatives are responsible for processing and updating customer information and resolve any emerging problems that customers may face.

NICE Global is a fun, dynamic and innovative company driven by performance. With over 30 years of combined experience, NICE consists of an all-star team dedicated to ensuring that we retain, train and deploy the highest talent possible. 

Technical Support Representatives

The Technical Support Representatives are responsible for processing and updating customer information and resolve any emerging problems that customers may face.

Position Summary:

MUST reside in St.James and be Flexible to work weekend, public holidays or any given shift

Essential Duties and Responsibilities:

• Perform necessary customer verifications to validate information presented is accurate.
• Provides quality customer service including information regarding products and services, billing, repair and other types of inquiries.
• Resolves customer queries via email and telephone.
• Review and monitor customers request to determine customer eligibility for service.
• Input customer related data accurately and efficiently.
• Manage customers who are resistant to agent contact by remaining polite, tactful, and honest and firm.
• Have the ability to relate to people from a variety of different backgrounds.
• Must be polite, active listening skills and self-motivated.
• Perform related duties as assigned by supervisor
• Maintain compliance with all Company policies and procedures
• Technical Skills will be an asset

Education and/or Work Experience Requirements:

• Minimum of 4 CXC subjects (Math and English included) or equivalent education.
• Minimum 1 year technical support / customer service experience in a call center environment.
• Must be 18 years or older
• Must have a valid Government issued ID, TRN, NIS
• Have flexibility and the ability to work on weekends and public holidays.
• Excellent verbal and written communication skills, including ability to effectively communicate with customers.
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
• Ability to work independently and to carry out assignments to completion within parameters of instructions given and standard accepted practices.
• Excellent computer proficiency (MS Office)