We are seeking a motivated and customer-focused Technical Support Representative to join our Technical Support team. As part of our team, you will answer customer requests and enquiries through telephone/email. The ideal candidate will have excellent communication and people skills to handle technical inquiries from our existing and prospective customers. In addition, they must be detail-oriented and embrace/drive change through growth and learning.
Key Responsibilities:
- Technical Troubleshooting: Diagnose and resolve technical issues related to internet, telephone, TV and mobility services
- Customer Interaction: Respond promptly, accurately and professionally to customer inquiries through phone, email, or chat, ensuring customers are valued and supported.
- Equipment Setup and Support: Assist customers with setting up and configuring telecommunications equipment, such as modems, routers, and set-top boxes. Provide guidance on optimizing device performance and connectivity.
- Issue Documentation: Accurately log all customer interactions, technical issues, troubleshooting steps, and resolutions in the company’s ticketing system to maintain detailed records and ensure seamless follow-ups.
- Problem Escalation: Identify complex or unresolved issues requiring advanced technical expertise. Escalate these cases to higher-level support teams or specialized technicians, ensuring proper documentation and handoff.
- Education and Training: Educate customers on how to use self-service tools, troubleshoot common issues independently, and understand their telecommunications services. Empower customers with knowledge to enhance their overall experience.
- Collaboration with Teams: Work closely with colleagues in technical support, customer care, and field services to ensure customer issues are resolved efficiently and satisfaction is achieved.
- Product Knowledge: Stay informed about new product features, and service updates to provide accurate and up-to-date information to customers.
Qualifications:
- Experience: Customer service or technical support experience, preferably in the telecommunications sector.
- Education: High school diploma or equivalent experience is required.
- Technical Skills: Proficiency with computers, technical understanding of the internet, and strong typing skills. Experience with general web-based applications. Knowledge of networking principles (e.g., IP, DNS, wireless networks) would be considered an advantage.
- Communication Skills: Exceptional communication and interpersonal skills including active listening, verbal and written communication skills.
- Organizational Skills: Ability to work in a fast-paced environment and handle multiple tasks effectively and manage workload efficiently. The successful candidate must have excellent attention to detail skills and the ability to follow company policies and procedures.
- Problem-Solving & Decision Making: Strong troubleshooting skills with the ability to identify client needs, offer creative solutions, and resolve any challenges or obstacles that may arise.
- Customer-Centric Mindset: A passion for delivering exceptional customer service and ensuring customer success, with a focus on building long-term, mutually beneficial relationships.
- Flexibility – available to work evenings, weekends, and holidays as needed.
Why Join Us:
• Career Growth: Be part of a company with opportunities for career advancement.
• Competitive Compensation: Enjoy a competitive salary with performance-based incentives and recognition for your contributions.
• Dynamic Environment: Join a fast-paced, supportive team in the telecommunications industry, where innovation and customer success are at the heart of what we do.
If you would like to be considered for this opportunity, please submit your resume no later than Friday, January 24th, 2025, to [email protected]
While we thank all candidates for expressing interest in joining the Wightman team, only those candidates selected to progress in the recruitment process will be contacted.
Wightman is an equal opportunity employer.