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Technical Support Expert

About Us

TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely. We also provide services in 300 languages and dialects.

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

Our Work Culture

At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.

• Autonomous - We encourage and trust your decision-making skills.

• Progressive work environment- If you have skills to prove we have all ladders for you to grow

• Flexible - We believe in results

• Innovative - All ideas matter

• Inclusive - Everyone is Included and everyone wins

About the job

We are looking for talented customer service specialists, passionate about customers, to join our team. This is a contract role for 3-months.

We are currently hiring for this remote work from home opportunity for the provinces of Alberta AB, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Prince Edward Island, Saskatchewan.

Responsibilities

• Provide first level customer service/ technical solutions in regard to client products.

• Build and maintain positive customer relations by offering personalized solutions. Strive to exceed expectations.

• Ensure requests are handled appropriately by coordinating with various functions within the company

• Schedule service calls and follow up with customers/clients

• Troubleshoots and resolves technical issues using established diagnostics tools and procedures.

• Responsible for accurate data input using prescribed applications

• Exceptional call handling soft skills, must possess the ability to conduct active listening while being empathetic and reassuring the customer

• Demonstrates passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution

• Able to effectively tailor communication and style to differing audiences and read verbal and non-verbal cues

• Answer inbound/outbound customer queries.

• Approaches problems flexibly and can adapt and modify approach without compromising outcome

Qualifications

• Minimum 6 months of experience in customer facing environments (phone, chat, in person, etc.)

• Minimum high school degree. A degree or certification in technology is a plus.

• Working knowledge of Microsoft Office applications including Outlook, Word & Excel preferred

• Must be at least 18 years old

• Excellent communication/comprehension skills in English and French. Able to communicate clearly and effectively, both written and verbal (in required language)

• Ability to type 30 wpm and successfully pass our language/grammar screening

• Excellent home internet hardwired.

• Proficiency in English is required to communicate with English-speaking customers and partners located outside of Quebec.

Technical Knowledge and Expertise

• iOS, Smartphone, Tablet, PC or Mac experience

• Professional and/or personal technical troubleshooting experience

• Deep curiosity for understanding technology, passion for learning more and sharing knowledge with others

• Confident navigating through multiple systems and tools to research, comprehend and deliver solutions to customer in real time

• Uses analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology

Learning Aptitude

• Thrives in a team environment: able to seek and provide expertise, challenge productively and help others succeed

• Energy and excitement to master current role, eager for challenges to grow within it and drive to develop skills in the organization

• Stays curious and inquisitive in the pursuit of professional excellence

• Effective time management strategy including ability to multi-task, prioritize, organize and balance workload

• Proficiency in English is required to communicate with English-speaking customers and partners located outside of Quebec.

Resilience

• 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

• Strong sense of professionalism exhibited by remaining positive, calm and composed under pressure

• Self-awareness to identify, address and manage navigating through challenges associated with the role

• Remains focused and poised despite criticism and setbacks

• Eager to receive feedback, embraces coaching and demonstrates changes as a result

• Strong sense of professionalism exhibited by remaining positive, calm and composed under pressure

Benefits & Perks

• Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.

• Paid training

• Continuous learning through progressive training that is specific to your tenure and skills.

• Competitive salary

• Positive and supportive environment

Compensation

$19.50/hr

Schedule

• We are looking for candidates with open availability.

• Program hours of operation - Monday to Sunday (24 hours). You will be provided with 8-hour shifts for 5 days a week. These can be morning, afternoon or night shifts. At least one day of the weekend availability is mandatory.

• This is a contract role for 3 months.

Location

• Work from the comfort of your home

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