Technical Support Representative

Skillsoft is the global leader in corporate learning, delivering beautiful technology and engaging content that drives business impact for modern enterprises. Our products and services are targeted to business and IT professionals and are sold in 65 countries around the world with over 19 million users.

The Technical Support Representative is responsible for handling customer and Skillsoft employee inquiries through live help, phone and email.

Responsibilities

  • In-depth understanding ("expert user") of the functionality and capability of Customer Service tools
  • Liaison with client and ensure client's needs are met.
  • Compile client reports as requested
  • Routes or answers all incoming communication (email, phone, or other) from customers and clients. 
  • Maintains student database
  • Keeps up-to-date on course/curriculum offerings' changes to certification tracks; recommend course orders.
  • Familiar with all Skillsoft products; including Percipio, Books24x7 and Skillsoft Compliance
  • Maintains workload measurement time sheets to be submitted to supervisors
  • Attentive to service level agreements

Qualifications

  • Post-secondary education in a related field or an equivalent combination of training and experience
  • Competency in written and spoken English
  • Previous experience (1+ years) working in a Technical Support function or a Customer Service Center for an e-business company, Internet Service Provider or software vendor, with experience providing service to both consumers and corporate customers
  • Good knowledge of Windows Platforms, eCommerce and Web/Internet platforms.
  • Experience with the following software: Microsoft Office (Microsoft Word, Excel, Power Point, Access and Outlook)
  • HTML, firewalls, and proxy servers

Skills Required:

  • Ability to communicate information and ideas clearly and concisely, orally and in writing
  • Excellent time management and organizational skills; you must be results and deadline oriented.
  • The ability to function in a team-oriented environment
  • Understand and utilize new technologies / systems.
  • Strong analytical and troubleshooting skills; proactive in short and long-term problem solving
  • Typing speed of at least 40 wpm
  • Ability and willingness to learn and participate in ongoing education
  • The ability to capture and manage client requirements and expectations

Working Hours 40 hours per week

Work With Us

What We Offer

  • Attractive Compensation
  • Market Leading Benefits Programs
  • Corporate Incentive Programs
  • Casual Work Environment
  • Advancement Opportunities
  • Educational Reimbursement
  • Complimentary breakfast treats
  • Home Internet Reimbursement
  • Complimentary Health & Dental
  • Disability & Life Insurance
  • Health & Wellness programs
  • Knowledge Park Offices
  • Free parking onsite
  • Your birthday off

If you would like to contribute to the success of our Fredericton office, we need your skills, drive, and enthusiasm, so apply today!

Apply Now

About Skillsoft

Mission Statement:

ACCESSIBLE TO ALL

Our mission is to deliver beautiful technology and engaging content that is accessible to all

What Success Look Like At Skillsoft:

 

COMMITTED TO OUR COLLECTIVE PURPOSE

Team members continually push towards achieving our collective purpose. They recognize that their individual efforts must fundamentally connect throughout the organization to achieve a greater impact. They are adept at working cross functionally and acknowledge the contributions of others.

 

ENTREPRENEURIAL WITH A LEARNER’S MINDSET

Team members are always questioning how it can be done better – “that’s the way it has always been done” is never the right answer. They are passionate, resourceful and resilient to setbacks. They believe in positively transforming people’s lives and careers through continuous learning. They inspire others to grow outside of their comfort zone.

 

AUTHENTIC & CUSTOMERCENTRIC

Team members never compromise integrity to achieve results. They support the customer and each other, and are constantly mindful of creating a positive customer experience both internally and externally.

 

 

ADAPTABLE & AGILE

Team members are innovative, creative and intellectually curious. They incorporate different perspectives into their thinking. They respond quickly and positively to changing demands while remaining keenly focused on how people learn and the learner experience.

 

 

CONFIDENT & AUDACIOUS ACHIEVERS

Team members hold themselves accountable. They take a data driven approach to determining achievement effectiveness. They are never satisfied with the notion of “It’s good enough.”

 

 

 


Comprehensive Benefit Programs

  • Competitive salary
  • Annual bonus or monthly commission opportunity
  • Complimentary health and dental coverage
  • Short Term and Long Term disability coverage
  • AD&D and Life Insurance
  • Home Internet reimbursement program
  • RRSP employer matching program
  • Tuition reimbursement program
  • Unlimited access to our product library
  • Family access to many of our products
  • On site vendor certification center
  • Wellness program that features gym membership reimbursement
  • Complimentary EAP program
  • Birthday off each year!
  • Working hours to undertake volunteer activities
  • A focus on career development and promotion from within!
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