Customer and Technical Support Representative, Randstad

Randstad

Location:
Canada, Saint John

Category:
Customer Service

Contract Type:
Not provided

Salary:

17.50 CAD / Hour

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Job Description:

This position is responsible for providing a superior Customer experience while reducing Customer downtime by providing Remote Hardware, Software and Network Technical support solutions to Internal and External Customers & Partners. The C&TS Representative is critical in the Service Support Cycle using advanced tools (CareAR®, remote desktop tools, etc.) to troubleshoot & resolve issues received via Telephony, Portal Tickets, Emails & Web Chat. When a Remote Solution is not possible, responsibilities will extend to problem diagnosis & entitlement validation (determining the Customer’s warranty/contract and/or billing status) prior to placing an onsite service call or escalating.

Job Responsibility:

Provide an Excellent Customer Experience using sound listening skills, empathy & urgency
Solve Customer Hardware, Software and Networking problems at first contact using Systems, CareAR and/or Software Tools as appropriate
Proactively communicate the benefits of diagnosing and resolving issues
Resolve incoming Customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary
Contribute to knowledge systems to enhance solutions provided to customers
Can Execute processes unique to Major Account Customers to ensure Service Level Agreements are met
Provide feedback on Policies and Procedures to continuously improve Customer experience
Maintain product & software knowledge
Performance focused – measured on providing great experiences and resolving technical issues by making good business decisions on each interaction
Represent to Customers & Partners in a Friendly, Professional and Ethical manner

Requirements:

Post-Secondary Education is an asset
Technical support experience is an asset
Solid Problem-Solving Skills - experience with troubleshooting technology issues such as Xbox, PlayStation, mobile devices, software, computers, printers, etc. is an asset
Friendly & Able to communicate effectively – listening, written & verbal
Ability to deliver results independently and as a part of a team
Critical thinking and decision making
Ability to multitask effectively with attention to detail
Prior ‘support center’ experience not required
High level of achievement and self-motivation

What we offer:

Competitive pay rate
Shifts Mon-Fri between 8:00am and 10:00pm
Preferred rates on health, dental, and life insurance
Corporate discount service

Additional Information:

Job Posted:
April 29, 2025

Expiration:
May 04, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Customer and Technical Support Representative

Randstad

Location:Canada, Saint John

Category:Customer Service

Contract Type:Not provided