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 Tier I 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.