Pixelera is seeking the services of a Technical Support Representative/Quality Assurance Officer to work out of their Ottawa office. The qualified person will provide technical and internet problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, verifying proper hardware and software set up, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.
The position also includes a large Quality Assurance role. The qualified person will create, conduct and report to management regarding the quality of all projects prior to delivery to customers. This includes the creation of a quality assurance program, the creation of checklists, policies and procedures, implementation and adherence to the quality assurance program by fellow employees and reporting of issues/solutions to management among other responsibilities.
Duties and Tasks/Essential Functions:
- Deliver service and support to end-users through email and over the phone;
- 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 involving internet connectivity, email clients and more;
- Research required information using available resources;
- Follow standard processes and procedures;
- Redirect problems to appropriate resource;
- Accurately process and record call transactions using a computer and designated tracking software;
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
- Organize ideas and communicate oral messages appropriate to listeners and situations;
- Follow up and make scheduled call backs to customers where necessary;
- Stay current with system information, changes and updates;
- Ability to create documentation and FAQ’s based on common customer questions
Skill and Knowledge Qualifications:
- Proper phone etiquette;
- Ability to speak and write clearly and accurately;
- Demonstrated proficiency in typing and grammar;
- Knowledge of relevant software computer applications and equipment;
- Knowledge of customer service principles and practices;
- Effective listening skills;
- Willingness to co-operate with others and work to the greater good;
- Multi-tasking capabilities;
- Website Programming Skills including HTML, PHP and CSS are essential;
- Communication skills in both English and French an asset.
- Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes or requirements.
- Focuses and guides self and team members in accomplishing work objectives.
- Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
- Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
- Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
- Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
- Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
- Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
- Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
- Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
- Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
- Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.