EMPLOYER: SELECTCOM INC
Technical Solutions Expert – Customer Care
SelectCom Inc. – Ottawa, ON
In this position you will be primarily responsible for collaborating with various
departments in advising & supporting clients on the best telephony solution for their
business. You will complete tasks assigned to you; and will handle clients' requests by
phone, email and chat.
Selectcom is looking for a Technical Solutions – Customer Care representation to assist
in the communication (electronically and by phone) with clients experiencing complex
technical difficulties related to VOIP and Internet; to determine and resolve problems
The Technical Solutions Rep will guide clients into creating the ideal setup of our
technology to effectively align with their company's goals & practices. Plus, this role will
also support the IT/Interconnect with the setup of equipment, explaining the proper
installation of cables, operating systems, or appropriate software. This role will be
taught and coached to remotely access various types of equipment like Routers,
Switches, Analog-Converters, IP Phones, PA Systems & misc. accessories, some
technical aptitude is a must.
The Technical Solutions Expert will be responsible for collecting, organizing and
maintaining a "Problems & Solutions" log to help enrich both the clients and the
company's knowledge base.
Additional tasks are as follows:
Ownership and innovation of the end-to-end implementation process using best practices to serve and support clients.
Implementation of orders & account follow-up as relationship-manager.
Ensuring an excellent customer experience, including timeliness, quality and task-management focus.
Oversight and accountability of all assigned tasks.
Regularly communicating updates with direct manager.
Acting as key point of contact with designated clients.
Addressing clients' request by phone, email and chat; according to outlined company standards.
Collecting payments, performing miscellaneous account modifications; and data-entry.
Attending/Actively participating-in team meetings.
Collaborating with various departments. / Individual task-work & group projects.
Using company software, IP-Telephony equipment; and adapting to new programs & products.
Bilingualism (French and English) required.
Minimum 1 year experience in customer care and technical support; strongly preferred.
Intermediate to advanced computer skills and a working knowledge of various software applications, including but not limited-to, Microsoft Office etc.
1+ Year of Trouble shooting and helpdesk experience
Understanding of the Telecom industry an asset.
Superior time management and multi-tasking skills.
Excellent analytical and judgment skills.
Innovative problem solver.
Project Management skills.
Ability to handle fluctuating volumes, work under pressure; and maintain attention to detail.
Adept at working both in a team environment and independently.
Self-motivated and goal-oriented; overall strong work ethic.
Possess a high level of integrity and accountability.
Ability to take direction and respect guidelines.
Excellent Communication skills, both written and oral.
This role is for you...
You have effective interpersonal skills; flexibility; vibrancy, excellent communication skills; and seek to be in an inclusive environment. You want to be part of something new and ever-advancing; you want to be on the cutting-edge of technology and you are an avid user-of/have some knowledge of all the latest in Technological platforms and industry buzz.
Flexible working hours
Extended health care
Vacation & paid time off
Employee assistance programs
Work from home opportunities
Company events & social hours
Reference ID: 20210609_CCare
START DATE: 07/27/2021