Call Centre Careers: Roles & Qualifications

Technical Support Representative (Dorval and Toronto)

Top responsibilities
Qualifications and experience

Top responsibilities:

The Technical Support Representative is an essential part of the Call Centre. This position offers an excellent experience in regards to professional development. The Technical Support Representative position is part of the technical Help Desk and reports to the Team Manager – Technical Support. This role will work closely with the Customer Service Representatives to answer calls regarding installation queries or provide technical troubleshooting to customers. The Technical Support Representative should be ready to work flexible hours in a 24/7 environment.

Responsibilities:

Screening, issuing, responding to and recording return materials authorization requests
Providing advanced knowledge of technical installations (e.g. wiring, system set-up, performance specification of hardware, etc.), as well as satellite hardware operation to customers and dealers
Handling incoming customer service calls of a technical nature from Installers and Dealers (taking second-level escalations)
Recommending professional Installers to customers
Working flexible hours to cover hours of operation

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Qualifications and experience

Candidate qualifications

Experience:

6 months' experience within Bell ExpressVu in a Customer Service Representative position
Experience in Multimedia
Knowledge of DTH Satellite TV or Cable TV installations and consumer electronics, or related knowledge
Working knowledge of the Microsoft suite
Candidates must meet established performance criteria in their current positions.

Skills and knowledge:

Knowledge of home entertainment systems and audio video technology
Bilingualism (English/French)
Excellent oral, written and interpersonal communication skills
The ability to visualize and identify customer needs
Excellent customer service skills
The ability to problem-solve, analyse and meet the needs of a customer
The ability to manage a delicate situation

Education requirements

Post-secondary education in Computers or Electronics

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