Job description

Job Description

Your Impact: As a Technical Support Associate, you’ll have the ability to work in a collaborative and engaging environment with one goal, making a positive impact on people’s day! We’ll train you to be an expert in your field, so you can confidently deliver an amazing customer experience. You’ll field customer inquiries, identify the unique needs of each customer, match customers with products and services that meet their needs, exercise emotional intelligence and improve the overall customer experience! So, what does a day in life for a Technical Support Associate look like?

Communicate with customers through inbound calls that have questions about the products and services offered. Agent should be abreast with changing technology and procedures to be able to educate the customer of the value of the services provided, ways to optimize and maximize service usage and retain customer.
Identify customer needs through active listening to answer questions, assist with troubleshooting or make product recommendations based on the customers need.
Troubleshoot and resolve internet issues that customers might have in a timely and effective manner using tools and techniques defined by the client.
Take a consultative approach with customers who are experiencing problems with their service by owning the issue and resolution. Finding the root cause of the problem and directing a field technician where applicable for ensuring resolution within the stipulated time line.
Use multiple computer systems to research products, services, common problems and solutions offered Document customer needs, interactions and outcomes in the appropriate tool or system, including additional request creation if issues cannot be resolved real time
Creating a “WOW” factor in every interaction through exceptional communication skills, taking ownership of the interaction and speed of service
Regular 1:1 coaching sessions with your supervisor to ensure you meet key performance indicators

Why choose us?

HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

Plus, Working With HGS Comes With Benefits Like

$17.40 hourly and overtime opportunities
Best in class medical, dental, vision benefits
Refer-A-Friend bonuses
Employee assistance programs
Flexible Schedule Options
Career advancement in a fast growing organization
People focused environment where you’ll make lifetime connections and friendships

What We Are Looking For

So what really makes a great Technical Support Associate? Think of yourself as a product expert and problem solver that provides a consultative approach to issue resolution. If you’re compassionate, energetic, bold and want to work in a customer centric role with an amazing opportunity to make an impact on people’s lives, you’ll love this role! Please note: This position does not qualify for the Atlantic Immigration Pilot Program or the Provincial Nominee Program because this is a work from home position.

Requirements

You’re at least 18 years of age
You must be physically living in and able to work in Canada
You have a High School Diploma or equivalent
You can work between the hours of 7:00 AM and 12:00 AM EST but have some flexibility as business needs may change
You have at least 6 months of customer service experience and you understand the value of coaching / feedback
You have experience troubleshooting issues and understand the importance of owning the resolution for the customer
Demonstrate a caring, supportive and friendly nature in every interaction with the upmost confidence and urgency
You’re computer savvy, comfortable sitting at a desk and working with multiple monitors
You’re results oriented and comfortable providing customers with recommendations and solutions
You have excellent time management skills

HGS is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by HGS Canada regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.

You will be required to pass preemployment tests and an interview. Our initial screening does include Artificial Intelligence assessments.

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