Technical Support Advisor Job in Brantford n3t 6c8, Ontario Canada
We are currently hiring Technical Support Advisors for our inbound contact center!
Job Duties/Accountabilities
§ Employ a high level of interpersonal and communication skills to move beyond customer’s frustrations and solve customer’s problem.
§ Provide continuous technical support via telephone and other electronic mediums for a limited product category.
§ Identify the level of technical knowledge of the customer and adjust technical communications to solve customer’s problem.
§ Deliver technical assistance relying on instruction and pre-established guidelines.
§ Achieve and maintain to a performance standard. Including but not limited to; average handle time, resolution and customer satisfaction
§ Log all incoming calls and accurately complete case notes in the call tracking database.
§ Search and retrieve data from various databases. Ability to multitask with multiple applications during a phone call
§ Participate in training activities to maintain technical currency, and to broaden product knowledge.
§ Extend contact to promote and sell products or services as required by assigned queue.
Skill Requirements
§ Skill in providing an exceptional customer experience.
§ Skill in verbal and written communication to analyze, interpret and address customer needs.
§ Demonstrated proficiency of listening/problem solving/critical thinking
§ Strong understanding of Cellphone / Blackberry / Smart Phone
§ Device synchronization hardware and software.
§ Familiarity with WiFi and Bluetooth technologies
§ Knowledge of BES, BIS and Exchange active Sync
§ Basic understanding of WAP browsers and Short Message Service.
§ Basic knowledge of computer operating systems.
§ Ability to work in a time critical environment.
§ Ability to be flexible and quickly adapt to changing business needs and processes.
§ Ability to employ patience and self-control in handling frustrated customers.
§ Strong knowledge of POP, SMTP, IMAP, Exchange TCP/IP protocols
§ Ability to sit at a computer keyboard, monitor and use a telephone headset for extended periods of time.
§ High school diploma with a minimum of 1 year related experience.
Successful candidates must be flexible to work a variety of tour rotation shifts between the hours of 7am and 1 am Monday to Sunday.
To apply: send resume to cabpo.careers@wipro.com and quote "Technical Support Advisor" in the subject line