The Bilingual Technical Support Representative (TSR) is responsible for answering customer inquiries in both French and English, documenting changes and resolving customer issues in a timely manner while maintaining excellent customer relations.
About TekSavvy Solutions Inc
TekSavvy Solutions Inc. believes in doing the right thing. For our customers. For our business. For our employees. We do this by treating people the way we would want to be treated. Fairly. Honestly. With respect and consideration.
In Leadership – Do what’s right, even if it’s tough
In Collaboration – Leverage our collective genius, be a team
In Transparency – Be real
In Accountability – Recognize that if it is to be, it’s up to me
In Passion – Show commitment in heart and mind
In Advocacy – Earn trust and business
In Quality – Ensure what we do, we do well
Duties and Responsibilities
Possesses a genuine liking for people with a willingness to help and demonstrate empathy.
Ability to practice active listening—patience to hear people out and accurately paraphrase.
Gathering details from customers and providing information/ guidance to solve technical problems.
Documenting customer interactions—writing clearly and briefly.
Working closely with Service Resolution Agents to rectify escalated technical concerns.
Processing credit requests based on the determination of loss of service related to technical issues.
Working with an internal ticketing system troubleshooting internet and phone provisioning problems.
Participating in regular training sessions.
1+ years of experience in Technical Support role
High School Diploma
Core Competency Requirements
Critical thinking—able to quickly resolve issues based on experience and information provided while maintaining a positive customer experience
Uses interpersonal savvy to relate to all kinds of people, builds rapport; builds constructive and effective relationships; uses diplomacy and tact
Able to diffuse even high-tension situations comfortably
Technical knowledge and skill level to achieve duties to complete duties to company standards
Ability to learn new skills and knowledge on the job, to keep up to date on products and be able to troubleshoot accordingly
Internally motivated—able to work proficiently both independently and in a team environment
Preferred Competency Requirements
Post-secondary diploma/degree preferred:
Networking Certification or equivalent experience
Accepting resumes until July 12, 2013
Help us make a difference. Apply today.
TekSavvy is an equal opportunity employer committed to increasing diversity in our workforce. We welcome applications from qualified persons in underrepresented ethnic, racial and cultural groups and from people with disabilities.