Technical Support Representative

Description

Calling all Technology professionals with a degree in IT or similar technical discipline and/or Cisco, Microsoft, CompTIA certifications.

We are seeking individuals to provide call center based and remote technical support to customers on behalf of our clients.

This is an exceptional (ground floor) growth and development opportunity for experienced Technical Support professionals. Be a pioneer member of the team for this new, Jamaican Business Process Outsourcing (BPO) call center. We are seeking talented Technical Support Representatives to assist the company’s leadership team in the delivery of technical support solutions and exceptional customer experiences on behalf of our clients.

Duties and Responsibilities:

• Respond to customer inquiries (via telephone, email, chat, social media and other mediums according to assigned team requirements)
• Provide exceptional service and support to customers during each interaction
• Address customer concerns and provide solutions to their technical problems
• Adhere to all company guidelines regarding the delivery of service and support to customers
• Assist in the sale of new products and services to customers and/or provide up-sell of products and services as required by company standard operating procedures
• Escalate problematic customer issues to management according to standard operating procedures
• Properly document each customer interaction according to company standard operating procedures
• Maintain an excellent on-time attendance record (schedule adherence)
• Adhere to company quality assurance guidelines and standard operating procedures
• Act with the highest levels of integrity and professionalism in each customer interaction

Requirements:

• Four-year technical degree from an accredited institution of higher learning (or an equivalent combination of education and industry experience) and/or one or more of the following certifications:

-   CCNA (Cisco Certified Network Associate)
-   CCNP (Cisco Certified Networking Professional)
-   Net+ (CompTIA)
-   A+ (CompTIA)

• Prefer 1+ years of experience in a call center, IT department or similar business environment, but recent graduates are encouraged to apply
• Proven technical skills in the area of personal computers, networking, communications or mobile product devices and applications
• Excellent written and verbal communication skills
• Exhibit exceptional phone etiquette and professionalism
• Proficiency in Microsoft Office Products (Word, Excel, PowerPoint, etc.) and other computer based systems

Company Requirements (If successful):

• On condition of employment you will be required to submit to a drug test.
• On condition of employment you will be required to process a police record certificate.
• On condition of employment you will be required to present the following;
• Updated resume
• 2 passport size photos
• Educational qualifications
• Birth Certificate and Marriage Certificate(if applicable)
• Valid Government issued photo identification
• TRN & NIS cards
• P45 (if applicable)

Note: Please submit detailed work history (CV), including compensation history.

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