Technical Support Representatives

Company Description

Are you a natural problem solver with a positive attitude who can deliver an exceptional customer experience? Are you a tinkerer, an early adopter, the “go-to” person that friends and family go to for help with their home technology? Do you know the right questions to ask in order to quickly assess and resolve issues and problems?

Join us.

We’re Sutherland, and we are now seeking self-motivated Technical Support Representatives to provide support, via phone and chat, for one of the world’s leading telecommunications brands.

These are onsite positions that will be located at our brand new site at 2109 Ottawa Street (Market Square) in Windsor.

Our hours of operation are Monday-Saturday, 8AM-11PM EST.

Job Description

Technical Support Consultants will be responsible for managing and responding to inbound communications from technicians through both voice and chat channels. They will assist field technicians who are onsite at customer homes for installation and repair service calls. This involves using technical tools and customer records to support the technicians effectively.

Key Responsibilities:

• Provide exceptional service, support, and resolutions to technicians, support groups, and customers as needed. Utilize phone and chat channels to assist technicians, ensuring compliance with company policies, processes, and leadership directives.
• Have a fundamental understanding of the technical aspects involved in delivering services to customer premises. This includes familiarity with diagnostic tools and key information that support technicians. While training is provided, a technical background is advantageous.
• Demonstrate strong communication skills, both verbally and in written form, to assist technicians clearly and efficiently.
• Be capable of multitasking by operating multiple desktop applications while supporting up to two technicians simultaneously.
• Accurately document all actions taken during each transaction with the technician.
• Willingness to adhere to the provided shift schedule, with flexibility to adjust as needed according to business requirements.
  
  

In this role, you will primarily support technicians, ensuring they have the necessary resources and information to complete their tasks effectively.

Qualifications

What we offer:

• Competitive hourly wage
• Medical, dental, and vision benefits, EAP, and more health and wellness programs
• PTO and paid top-notch training
• Great work environment
• Promote-from-within advancement opportunities
  
  

Qualifications

• Demonstrated ability to perform at a high level, to support a high volume of inbound calls
• Excellent verbal and written communication skills; proficient reading skills
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required
• Proven ability to multitask demonstrated through the use of several applications; experience working with CRM applications preferred
  
  

IMPORTANT NOTE: This job is open only to residents of Canada, and you must be authorized to work in Canada in order to be considered for employment. Must work on site in Windsor, Ontario.

Additional Information

About us:

As a digital transformation company -- and Great Place to Work certified -- Sutherland has been helping customers globally achieve greater agility and transform automated customer experiences for over 35 years. We work with some of the world’s most known brands in dozens of industries, including Banking & Financial Services; Insurance; Communications, Media & Entertainment; Healthcare; Retail & Consumer Packaged Goods; Technology; Travel, Transportation, Hospitality & Logistics; and Mortgage Services, helping them to better support and serve their customers.