Senior Technical Support Professional

Responsible for providing Technical Support and Case Management for Amplia’s customers by responding to inquiries via phone and e-mail and ensuring that all technical issues are resolved

JOB SUMMARY

The Senior Technical Support Professional is responsible for providing Technical Support and Case Management for Amplia’s customers by responding to inquiries via phone and e-mail and ensuring that all technical issues are resolved in keeping with company standards.

MAIN RESPONSIBILITIES

• Responsible for providing quality technical support on complex escalated issues with customers.
• May assess needs and suggest/promote alternative products or services.
• Review, update and follow up on active cases assigned to the CSR Team within 24hrs of them being opened.
• Ensure that 100% of opened cases assigned to the CSR Team are resolved within 48hrs.
• Analysis of, reporting on and making and/or instructing corrective action on resolved cases from the previous day, that are not in compliance with established troubleshooting Policies and Procedures.
• Escalating instances of non – adherence to the Case creation process and troubleshooting steps to the Customer Operations Leadership Team.
• Review all cases that are to be escalated to the NOC, prior to escalation.
• Trending and Analysis of Customer’s Issues vs. Resolution on a weekly and monthly basis.
• Training of New Hires on the process of Case creation, resolution and updating as needed.
• Review cases and escalate issues based on observed trends/symptoms experienced by customers.
• Partnering with Engineering to investigate and resolve the root cause of multiple service issues customers experience as needed.
• Prepare and distribute technical notices containing known issues, work arounds, root causes and resolutions as necessary.
• Maintain advanced technical knowledge of the company’s products and services.
• Ensure all HSE assigned Key Performance Indicators (KPIs) are fulfilled on a continuous basis

 REQUIREMENTS

• Associate Degree in Computer Science, Information Technology, Information Systems or equivalent job knowledge could be an asset. Contact Centre experience, inbound and outbound/telemarketing could be an asset.
• Comptia Network + Certification or Certified Cisco Network Associate (CCNA).
• Experience troubleshooting complex FTTH, connectivity issues.
• Required to work on a 24hr rotational shift system that includes 4x10 overnight shifts, weekends and public holidays.
• Industry experience strongly desired. 
• Proven track record of success in similar role. 
• Ability to handle difficult customer situations and drive positive customer experience
• Ability to enforce company policies empathetically
• Excellent attention to detail and multi-tasking ability.
• Must possess strong computer skills and demonstrate proficiency and experience utilizing Microsoft Suite and CRM software.
• Must possess superior customer service skills and proficient reading comprehension.
• Excellent time management and organizational skills.
• Adaptable to changing environments.
• Positive Team Spirit, enthusiastic with a strong aptitude and a positive "can do" attitude
• Must possess effective communication skills.
• Excellent analytical and problem-solving skills
• Must be able to work quickly and efficiently in time sensitive, high-pressure situations