24/7 Technical Support (Business to Business)

Description

• Patient and customer care focused
• Strong technical skill set including LAN/WAN networking and router configuration
• Knowledgeable of VPN services, Email Servers and Office 365
• 3+ years recent work experience involving technical troubleshooting
• Work experience in a call centre/BPO industry, help desk or NOC environment assisting customers through ticket, chat or phone interfaces
• Excellent spoken and written communication skills in English
• Self-motivated and works well within a team environment

• Provide technical support via phones, tickets, and live chat
• Engage customers via multiple interfaces
• Practice empathy and positive words choices when communicating with customers
• Resolve first level issues by:
• Determining the nature of the issue by identifying what the customer is trying to accomplish
• Gathering information from the customer including steps that customer took
• Attempting to reproduce reported issues 
• Analyzing the symptoms and where possible identifying the underlying problem
• Offering relevant troubleshooting steps and/or solutions
• Directing customers to appropriate help articles
• Communicate and follow-up with customers
• Escalate unresolved issues to second level support with appropriate detail
• Monitor for and proactively identify potential or emerging issues
• Participate as an integral member of the shift-based team problems and make recommendations regarding solutions
• Keep up to date with all communication that impacts the organization

• Proficiency in English interpersonal/communication skills, both written and verbal
• Demonstrate empathy, patience and understanding in stressful situations
• Enjoy solving problems for customers
• Cultivate respectful relationships with colleagues
• Maintain consistency in attendance, time management, attention to detail, and commitment
• Be unconditionally reliable and available to work scheduled shifts
• Work well independently and as part of a team
• Adapt to change
• Resolve conflict effectively
• Accept constructive criticism for enhancement of knowledge and skills
• Learn new skills in a timely manner without sacrificing existing responsibilities
• Expand deductive reasoning and problem-solving skills
• Prioritize tasks accurately and make decisions within established guidelines and policies

• 3+ years recent work experience technical troubleshooting and problem-solving
• Primary use of spoken and written English in a work environment focused on customer interactions
• Customer service experience in a technical support position
• Intermediate to advanced experience with Windows, MacOS or Linux operating systems/software
• Knowledge and/or use of commonly used Internet Protocols
• Internet ready device knowledge and associated applications

• VPN
• Office 365 / Google Workspace
• Virtual Machines 
• Zendesk, Confluence and Jira

• This is a full-time permanent position with a competitive benefit package
• This is a 24-hour x 365 days per year support organization
• The work week is 40 hours
• Schedules are static with 2 days off per week
• Schedules may involve holidays, weekends, day, or evening shifts