IT Support Specialist managing cloud and on - premises network for CMHA Peel Dufferin. Troubleshooting and resolving IT issues while providing professional user support at the agency.
About the role
- Customer Support Specialist providing remote technical support for client products at Teleperformance. Engaging customers with a passion for service and personalized solutions while exceeding expectations.
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
- Deep curiosity for understanding technology, passion for learning more and sharing knowledge with others
- Confident navigating through multiple systems and tools to research, comprehend and deliver solutions to customer in real time
- Uses analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology
- Learning Aptitude
- Thrives in a team environment: able to seek and provide expertise , challenge productively and help others succeed
- Energy and excitement to master current role, eager for challenges to grow within it and drive to develop skills in the organization
- Stays curious and inquisitive in the pursuit of professional excellence
- Effective time management strategy including ability to multi-task, prioritize, organize and balance workload
- Resilience
- Able to self-manage and work independently in a fast-paced and highly demanding environment
- Embraces repetition of core job duties, yet eager to take on more responsibility when needed
- Strong sense of professionalism exhibited by remaining positive, calm and composed under pressure
- Self-awareness to identify , address and manage navigating through challenges associated with the role
- Remains focused and poised despite criticism and setbacks
- Eager to receive feedback, embraces coaching and demonstrates changes as a result
- Strong sense of professionalism exhibited by remaining positive, calm and composed under pressure
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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