Technical Support Agent

POSITION SUMMARY
Reporting to Manager, Customer Service and working in a team environment, the Technical Support Agent will aid the Internet Customer Services team by providing Internet customers with basic and advanced connectivity support and services, and assist with company desktop hardware and software support issues.

SPECIFIC DUTIES - The following duties will be performed:

1. Provide customer desktop support services which includes solving basic to advance Internet connection problems and directing customers when required to the Manager (first) then to Satellite Network Operation Centre team members (second) for advanced services;
2. Assist customers with basic to advanced computer hardware, software, and router issues as it relates to Internet connectivity;
3. Review daily, all voice mail and email inquiries as they arrive, and respond back to customers on a timely manner or refer inquiries to the appropriate areas of support;
4. Summarize support work performed for customers in a report/log format;
5. Perform in-depth wireless modem inspection and testing services when returned by customer and Community Service Providers (CSP);
6. Become familiar with features and tools found in our customer management system to accurately enter and maintain all customer information and transactions;
7. Assist Customer Service Agents as a backup in providing first contact customer support when staff are busy or short in staff;
8. Provide company personnel desktop support for software and hardware issues as required;
9. Assist senior Satellite Network Operations Centre members with tasks when required, and
10. Other duties as required.

KNOWLEDGE AND SKILLS REQUIRED - to be successful in this position, the incumbent should have proven experiences demonstrating:

1. The ability to learn or have an understanding and ability to explain/convey and support the following technical services: common email clients and web browsers, DNS, Broadband MCS wireless architecture, WIFI home networking, and a basic knowledge of typical computer components and their functionality;
2. Excellent verbal and written communication skills;
3. The ability to provide clear and accurate instructions to clients over the phone, by email or by fax;
4. Excellent client service skills whether it be in person or on the phone;
5. The understanding and importance of safe workplace procedures;
6. A willingness to be part of a supportive team, and
7. A minimum of a High School Diploma or post-secondary training or related experience in a similar field.

PERFORMANCE TRAITS

1. Should be friendly and helpful with staff and customers;
2. Demonstrates great initiative and enjoys solving problems within a quick work environment;
3. Is methodical, and detailed to ensure that all tasks are completed properly and in a timely manner;
4. Is a fast learner and has a passion to learn more;
5. Is reliable and trustworthy;
6. Always strives to "get the job done well", and
7. Must manage unexpected tasks with ease.

Closing Date: Open Until Filled

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