Technical Support Job Vacancy in Canquest Communications Inc. Chatham-Kent, ON – Latest Jobs in Chatham-Kent, ON

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Company Name : Canquest Communications Inc.
Location : Chatham-Kent, ON
Position : Technical Support

Job Description : Customer Service Responsibilities: Respond to and log all inquiries received from clients via telephone, email, or web site within the Ticketing SystemRespond to all alerts received from monitoring tools and document all actions within the Ticketing SystemMaintain detailed documentation and update tickets for all incoming support requestsKeep well documented and updated case notes on all ticketsProvide communication to clients on outstanding ticket status within SLAsIdentify, analyze, troubleshoot and resolve client service requestsWork as a team member to collaboratively resolve client requests and technical issues with other team members, partners and vendorsParticipate in group discussions, meetings and company staff meetings and eventsDress appropriately for all activities performed on behalf of the companyTechnical Responsibilities: Provide first level technical support including troubleshooting basic issues with VOIP phones and systems, network/internet connectivity, as well as completing client requests for password and user account administration based on documented proceduresManage multiple cases at one timeAsk and gather pertinent business and technical questions during incident management and accurately record in ticketing systemProperly escalate tickets to a higher level of support as necessary including service that exceeds skill level, reasonable repair time or any other issue that could impact customer satisfactionCreate and maintain client-related documentationRequired Skills: Excellent verbal and written communication skills – The Technical Support Specialist must make the customer feel like their concerns are being appropriately addressed either on the phone or in email; and must be able to communicate details of the problem and the initial troubleshooting steps effectively if escalation internally is required.Technical skills to troubleshoot and resolve questions/issues with VOIP systems/devices. Cisco experience an assetBasic technical skills for trouble shooting network/internet connectivity Exceptional customer service and phone etiquette skillsGood organization skills to be able to carry out assignments with minimal supervisionAbility to work on multiple, concurrent tasks and adapt to shifting prioritiesDetail oriented and strong problem-solving capabilitiesAbility to work proactively and collaboratively with entire staffStrong conflict resolution skills and negotiation skills are essentialAbility to adjust work schedule to meet deadlines and work independentlyStrong follow-up skills to ensure that incidents are handled in a timely mannerAccountability, adaptability, assertiveness, dependability, initiative, and responsiveness are essentialDesire and demonstrated ability to continuously learn new technologies and processes.Strong computer skills and proficiency with Microsoft OfficeTechnical certifications will be requiredJob Types: Full-time, PermanentSalary: $20.00-$25.00 per hourSchedule:8 hour shiftExperience:Technical Support Occupations: 1 year (required)Application deadline: 2022-04-08

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