Technical Support Specialist providing hands - on telecom support and client issue resolution at Pathway Communications in a hybrid setting.
About the role
- Support Analyst at Keyloop providing exceptional service and troubleshooting for clients in the automotive industry. Managing cases and collaborating with a global team to ensure satisfaction and resolution.
Responsibilities
- Own and progress cases through to resolution by using available resources and expanding your own knowledge.
- Escalate a case in a timely manner.
- Respond to customers with empathy, address their needs, and acknowledge their operational pressures and deadlines.
- Communicate with team members, other departments and management to resolve customer issues quickly.
- Document solutions and produce written guidance on steps and resolution procedures.
- Be passionate and proactive in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset; work closely with management to increase personal skill levels and capabilities.
- Coach and mentor colleagues effectively to accelerate case resolution and improve knowledge levels within support.
- Identify training gaps in our knowledge resources and recommend areas for improvement.
- Actively contribute to case reduction initiatives.
Requirements
- Ability to plan and prioritize workload effectively to meet deadlines.
- Investigation, analytical, problem-solving and troubleshooting skills.
- Excellent communication skills, including phone, virtual tools and written communication, in French and English.
- Knowledge of and understanding of customer expectations.
- Ability to influence and overcome objections.
- Experience in car dealerships and/or general knowledge of the automotive industry.
- Experience with the Keyloop SERTI product.
- Strong customer service skills.
- Proficiency with the Microsoft Office suite (Word, Excel, Outlook).
Benefits
- An inclusive environment where you can thrive
- Performance-based compensation
- Opportunities for professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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