Senior IT/Telecom Manager leading engineering teams and strategic technology initiatives for CBC/Radio - Canada, Canada’s public broadcaster. Managing infrastructure, projects, procurement and technical standards.
About the role
- Technical Support Specialist providing first level support for client products. Responsibilities include customer engagement, technical troubleshooting, and ensuring positive customer relations.
Responsibilities
- Provide first level customer service/ technical solutions in regard to client products.
- Build and maintain positive customer relations by offering personalized solutions.
- Strive to exceed expectations.
- Ensure requests are handled appropriately by coordinating with various functions within the company.
- Schedule service calls and follow up with customers/clients.
- Troubleshoots and resolves technical issues using established diagnostics tools and procedures.
- Responsible for accurate data input using prescribed applications.
- Exceptional call handling soft skills, must possess the ability to conduct active listening while being empathetic and reassuring the customer.
- Demonstrates passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution.
- Able to effectively tailor communication and style to differing audiences and read verbal and non-verbal cues.
- Answer inbound/outbound customer queries.
- Approaches problems flexibly and can adapt and modify approach without compromising outcome.
Requirements
- Minimum 6 months of experience in customer facing environments (phone, chat, in person, etc.)
- Minimum high school degree.
- A degree or certification in technology is a plus.
- Working knowledge of Microsoft Office applications including Outlook, Word & Excel preferred
- Must be at least 18 years old
- Excellent communication/comprehension skills in English and French.
- Able to communicate clearly and effectively, both written and verbal (in required language)
- Ability to type 30 wpm and successfully pass our language/grammar screening
- Excellent home internet hardwired.
- Technical Knowledge and Expertise iOS, Smartphone, Tablet, PC or Mac experience
- Professional and/or personal technical troubleshooting experience
Benefits
- Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
- Paid training
- Continuous learning through progressive training that is specific to your tenure and skills.
- Competitive salary
- Positive and supportive environment
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