Part-time Technical Support Representative
Tyco Security Products
Posted on : February 13
Location : Toronto
Job Category : Customer Service
Job Industry : Manufacturing
We have an immediate opening to fill a Part-time Technical Support Representative position to work approximately 24 hours a week including Saturdays. Our support centre is open from 8:00 am - 8:00 pm. Our offices are located at 95 Bridgeland Avenue, Toronto Ontario.
To provide responsive technical customer support to resolve product functionality issues on the core introductory DSC product line.
Main Responsibilities:
- Complete initial product training and demonstrate sufficient product knowledge and understanding to assist call-in customers.
- Respond to customer’s queries regarding routine technical issues in a timely, friendly, professional manner. Determine the nature and likely causes of the issue and recommend corrective action.
- Follows up as required with customers to ensure problems were resolved and/or recommend further action to ensure non-recurrence and customer satisfaction.
- Escalate inquiries or issues that cannot be resolved to senior team members and/or department manager.
- Report all suspected product issues immediately to a senior support staff or manager.
- Follows and ensures workplace operating and environmental, health and safety procedures and guidelines compliance.
Skills, Knowledge and Experience required:
- · Technical Diploma, Bachelors degree in Engineering, or equivalent
- · 0 to 1 (minimum) experience in a technical support related role.
- · Experience in dealing with hardware and software issues.
- · The ability to speak French and/or Spanish is an asset
- ·
Specialized Skills:
- · Strong communication, interpersonal, problem solving and presentation skills.
- · Thorough knowledge of the core product line.
- · Strong troubleshooting skills.
- · Able to work independently or in a team environment.
- · Self motivated, takes initiative to resolve issues.
- · Ability to problem solve through analysis of a situation, where there are a variety of variables
Equipment Used:
- · Computers, interactive communication tools, multi-meter.
Physical Demand and Working conditions:
- · Occasional visual concentration in use of video display terminal.
- · Some levels of stress associated with customer service role.
- · Shift work required to provide customer support to all markets.
Interested forward your resume to: chmendes@tycoint.com