Technical Support Specialist
3 weeks ago
At Gatestone & Co., Inc., we are seeking a highly skilled Technical Support Representative to join our team. As a Technical Support Representative, you will be responsible for providing exceptional technical support and troubleshooting guidance to our customers.
Key Responsibilities:- Provide knowledgeable technical support and troubleshooting guidance pertaining to network, Internet, cable, satellite, digital phone, and computer issues.
- Communicate electronically and by phone with customers experiencing technical difficulties to determine and document problems experienced.
- Diagnose and resolve technical problems encountered by customers.
- Consult internal software, tools, and guides to research customer issues and implement solutions.
- Document customer records with a log of problems and solutions for use by other Technical Support Representatives.
- Deliver exceptional customer experience while staying within our support scope guidelines.
- Educate customers in realizing the full benefit of our products and services and look for opportunities to improve our business and elevate customer experiences.
- Promote and sell the features, advantages, and benefits of our products and services to our customers.
- Employ time management and multi-tasking skills to maintain high service levels.
- Thoroughly document customer interactions and escalate potential service issues.
- Identify opportunities to improve customer service levels.
- Provide feedback to leadership teams to improve the environment.
- Comfortable with computer systems, networking, computer components, LAN, cable, and TV setups, internet applications, browsers, and a comfort level with troubleshooting these topics patiently with customers over the telephone.
- Demonstrated customer service experience within retail, sales, or call center environments.
- Exceptional customer service and communication skills.
- Professional business manner.
- Ability to work independently and the desire to go above and beyond while contributing to a team's overall success.
- Excellent organizational and multi-tasking skills and adaptable to changing priorities and challenging situations.
- A positive 'can do' attitude and customer-focused approach that will enable you to deal with challenging situations with integrity, empathy, and sincerity.
- Must be eligible to work in Canada.
We are an accessible workplace and individual accommodation shall be provided for applicants with disabilities who meet the required qualifications. Please advise us at any time during the recruitment process.
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