Customer Support Analyst
Mobile Computing Corp Inc - Mississauga, ON

Major Purpose or Objective of the Position:

  • To provide clients with professional, responsive and timely management and

resolution of issues for business-critical applications in alignment with our “Excellent Customer Experience” initiatives.

  • Front-line correspondence with end users, service affiliates and service providers to resolve issues with proprietary, mission critical applications.

Key Tasks and Activities:

  • Work in accordance with MCC’s “Excellent Customer Experience” initiatives:

-Ensure that customer SLA’s are met
-Accurate and timely logging of all incoming service requests in accordance with established
processes

  • Solve reported issues in accordance with established processes and or verbal instructions
  • Identify and escalate priority issues
  • Customer correspondence and issue follow-up
  • Possess a detailed understanding of our customers’ business processes in order to:

-Understand the effects of outages in their mission critical systems
-Anticipate and proactively identify potential issues
-Determine the root of reported issues through incident and problem recognition, isolation and
resolution

  • Prepare and provide weekly and monthly customer service level reports as required
  • Other tasks and activities that may be assigned at the discretion of the company

Knowledge Requirements:

  • MS Office knowledge – Outlook, Word, Excel etc..
  • Strong English written and verbal communication skills
  • Knowledge of customer service principles and practices
  • Knowledge of call center systems and methodology
  • Familiarity with parts shipment and returns processes (RMA’s etc)
  • Wireless communication and or mobile device knowledge
  • Process documentation skills

Physical Effort and Demand:

  • Rotating shifts between 7:00 AM and 6:00 PM EST
  • Rotation of after-hours on-call activities
  • Saturday and occasional weekend shifts

Training / Work Experience:
Post-Secondary education: College/University or Business College diploma in the following (or related):
Information Technology (IT)
-Technical Support
-Network Administration/Internet Security
-Computer Science
-Programmer Analyst

  • Technical support in a tier 2 and/or 3 capacity an asset
  • Microsoft training or certification an asset
  • Mobility and/or mobile device background an asset

Indeed - 17 months ago - save job - block
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