Job Description

Do you want to be part of a dynamic team? Do you want stability and opportunity of growth? Our client is searching for a Technical Support and Customer Support Agent to join their team.

Responsibilities:

  • Answer inbound calls, ensure we meet/exceed Live Handle target
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Diagnose and resolve technical hardware and software issues
  • Follow standard processes and procedures
  • Identify and escalate priority issues per Client specification
  • Redirect problems to appropriate resource
  • Accurately process and record call transactions using in MS Dynamics
  • Process order entries, quotation requests. (data entry)
  • Respond to client technical inquiries as per existing technical charts
  • Issue RMA’s (Return Material Authorization) for product repair/evaluation.
  • Stay up-to-date on product knowledge, process, etc.
  • Promote online services, Web store & Support
  • Be part of the on-call rotation team (off hours – Emergency support)
  • Take part and support continuous improvement programs.
  • All other tasks related to the position.

Requirements:

  • College degree in electronics, computer science or relevant experience
  • Minimum 2 years’ experience in customer service and technical support
  • Excellent communication skills in French and English, Spanish is an asset
  • Proficiency with the MS Office suite
  • Basic knowledge of TCP/IP networks including firewalls, IIS, DNS, SQL
  • Well organized, self-starter, handle responsibilities,
  • Organized, Multi tasks & call control skills. – Strong Customer Service orientation

#QPQC

Contact Details

If interested, please send your resume over to laurens@fuzehr.com or contact Lauren directly at 514-227-4640 x249.