Technical And Customer Experience Advisor - Work From Home - Canada - Remote Eligible

Technical Support Agent

Join our Transcom Family as a Technical and Customer Experience Advisor! You'll be the friendly voice of our Telecommunications client to support their customers with smartphones, tablets, and computers. As a Technical and Customer Experience Advisor, you'll listen to the caller and use your technical expertise, and passion for outstanding customer service, to answer questions about products and services, or troubleshoot technical issues to find solutions. In addition, customers may also have questions about services on their account, need help enrolling in or canceling a service, or disputing a charge.

Listen below to hear a sample of the types of calls you'll handle when you join our amazing team!

Call Sample 1: dreambroker.com/channel/63uahzra/o30vts80

Call Sample 2: dreambroker.com/channel/63uahzra/3blz915a

Call Sample 3: dreambroker.com/channel/x6ojqbah/epzdpz7d

Call Sample 4: dreambroker.com/channel/ysuhmltn/h08g77lv

What We Are Looking For

• Effortlessly engage with callers, actively listen, analyze, and isolate tech issues
• Comfortably navigate multiple applications to research solutions
• Multitask in systems while patiently providing step-by-step instructions with a focus on accuracy and timeliness
• Calmly provide conflict resolution and navigate frustrated customer situations with an aptitude for service-orientation and social perceptiveness
• Work independently with discipline and motivation to succeed in a virtual environment where you work remotely with coworkers and supervisors from the comfort of your home.
• Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers.
• Work at a desk and wear an approved headset for the duration of a full-time schedule in order to talk to customers in a high-volume, fast-paced, and sometimes stressful environment

Requirements

• At least 18 years or older
• High School Diploma, or equivalent
• Able to successfully pass a criminal background check
• Able to work a full-time work week of 35-44 hours, with overtime opportunities as needed
• Able to maintain 100% strict adherence to the assigned schedule
• Able to work a variety of shifts influenced by current business needs (including evenings, weekends, and holidays)
• Able to work full-time hours, with reliable attendance, as outlined in the assigned schedule
• Strong computer knowledge, including ability to accurately type at least 30 wpm
• Excellent English written and verbal communication skills
• Courteous and friendly with high level of professionalism
• Willingness to follow procedures and adhere to policies
• Able to communicate information and ideas so others will understand and able to exchange accurate information in these situations
• Able to multitask applications while talking to customers on the phone
• Able to thrive in a fast-paced, time-pressured, dynamic work environment taking back-to-back calls
• Able to actively listen to customer needs and demonstrate empathy - this includes having problem sensitivity - solve customer problems and be sensitive to others while you do it
• Highly adept at working with a high frequency of conflict situations, as well as upset customers
• Ability to work in an environment where you must sit, reach, communicate (verbally and electronically), type, read, multi-task, and concentrate in a prolonged setting.
• Able to use your hands to handle, control, or feel objects, tools, or controls
• Experience reviewing financial transactions and assisting customers that need help enrolling in or canceling a service, or disputing a charge, preferred
• Experience in a technical support role or troubleshooting technical issues, preferred
• Previous call center and/or work from home experience, preferred

Location Requirements

Must live and work in one of the following provinces:

Work at Home Requirements

• Transcom provides you an all-in-one computer, monitor, and headset for this position. The computer contains a built-in webcam that is required to be used for training and meetings.
• You must have a secure, quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift, including caring for a family member.
• Your home office must be a private room with a door and cannot be a shared office space.
• Your monitor cannot face a window, if the office is on a ground floor.
• Your home office must have a DSL, Fiber, or Cable Internet that is hardwired into a modem/router via Ethernet.
• (Dial up, Wireless, Mobile Hotspot, or Satellite internet service cannot be used)
• Your hardwired internet connection must meet the minimum speed requirements:
• Minimum download speed 20 Mbps
• Minimum upload speed 3 Mbps
• Ping less than 100 ms or less

Although the computer is provided if you are hired, you will need a home desktop or laptop computer that is hardwired using an Ethernet connection to complete the typing and internet speed assessments during the application. This is a requirement to be considered for this employment opportunity.

We are the voice of our clients. We are Transcom.

We are passionate about people and look forward to meeting you!

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.