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 Technical Support Professional is responsible for providing technical support for Amplia Communications’ customers by responding to inquiries via phone and e-mail. This encompasses trouble-shooting customer's reported problems, educating new customers, escalating issues as needed and promoting the organization's products and services.

MAIN RESPONSIBILITIES

• Responsible for providing quality technical support to customers and to installation and service personnel who are having problems using the company’s products. 
• May assess needs and suggest/promote alternative products or services.
• Deliver prompt and professional solutions for customer inquiries via phone, email, online chat etc.
• Utilize interviewing techniques with customers, simplifying complex information into easy-to-understand questions.
• Maintain advanced technical knowledge of the company’s products and services.
• Upsell and cross-sell products and services to customers when appropriate.
•  Follow up in a timely manner to ensure customer satisfaction.
• Upgrade, downgrade, transfer and reconnect service. Answer basic billing questions (such as non-pays) and process payments.
• May be required to attend and work company events providing face to face support, troubleshooting, and demonstrating company products.
• Ensure adherence to applicable HSE legislation and policies as far as reasonably practicable.
• Commit to attending all required HSE training.
• Ensure all HSE assigned Key Performance Indicators (KPI’s) are fulfilled on a continuous basis.
• Performs any other duties related to the job function.
• Answer inbound calls to the Customer Operations Department when needed.
• Provide face to face assistance to customers with queries at Head Office.
• May be required to attend and work company events providing face to face support and demonstrating company products.

 REQUIREMENTS

• Associate Degree in Computer Science, Information Technology, Information Systems, or equivalent job knowledge is an asset
• Contact Centre experience, inbound and outbound/telemarketing is an asset.
• Required to work on a 24hr rotational shirt system that includes 4x10 overnight shifts, weekends, and public holidays
• Industry experience strongly desired
• Proven track record of success in similar role.
• Exemplary Attendance and Punctuality
• 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