The Opportunity

Description

We're looking for a Technical Support - Work From Home, working in the BPO industry in Edmonton, Alberta, Canada.

We are hiring from any of these locations: Alberta, British Columbia, Nova Scotia, New Brunswick, Manitoba, Newfoundland, Saskatchewan, Prince Edward Island!

Customer service focus:

Possesses experience in customer-facing environments (phone, chat, in person, etc.) interaction in some capacity (can include volunteer work, or project work while in school)
Demonstrates a passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution
Obsesses over the customer experience and constantly strives to exceed their expectations
Is able to communicate clearly and effectively, both written and verbal (in required language)
Is able to effectively tailor communication and style to differing audiences and read verbal and non-verbal cues
Approaches problems flexibly and can adapt and modify approaches without compromising outcome

Learning aptitude:

Thrives in a team environment: able to seek and provide expertise, challenge productively and help others succeed
Has energy and excitement to master current role, eager for challenges to grow within it and drive to develop skills in the organization
Stays curious in the pursuit of professional excellence
Has effective time management strategy including the ability to multi-task, prioritize, organize and balance workload

Technical knowledge and expertise:

Is professional and/or personal technical troubleshooting experience
Has iOS, Smartphone, Tablet, PC or Mac experience
Has deep curiosity for understanding technology, passion for learning more and sharing knowledge with others
Uses analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology
Is confident in navigating through multiple systems and tools to research, comprehend, and deliver solutions to customers in real-time.

Resilience:

Is 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
Has a strong sense of professionalism exhibited by remaining positive, calm, and composed under pressure
Has self-awareness to identify, address, and manage navigating through challenges associated with the role
Remains focused and poised despite criticism and setbacks
Is eager to receive feedback, embraces coaching, and demonstrates changes as a result
Has strong sense of professionalism exhibited by remaining positive, calm, and composed under pressure
Experience Required for Your Success

Associate degree or certification from an accredited program for technical and/or clinical education required
Experience with the use of electronic documentation systems required.
2 years in a technical or clinical/medical-based device support role.
Previous contact center experience is an asset
Working knowledge of Microsoft Office applications including Outlook, Word & Excel preferred
Excellent communication/comprehension skills
Ability to type 30 wpm and successfully pass our language/grammar screening
Excellent home internet hardwired - Wi-Fi connections are not permitted