Technical Support

Customer Technical Support (Voice) :

Job Description: 

• Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers
• Provide an appropriate solution to resolve issues
• Provide post-purchase order support and order modifications for requests.
• Remotely assist and setup purchased devices 
• Support member inquiries related to Order or Returns, Exchanges, Warranties, and price match policies. 
• Perform activation assistance, cancellation, enrolment, marketing options, merge-match, password reset, profile updates, forgot card, certificate management, point management, offers and articulate member benefits
• Covers all products including Desktop support 
•  Voice Support

IT Troubleshooting (Chat) :

Job Description: 

• Provide Level 2: Remote Support which includes Compute Tune-up, Data Transfer, Device Set-up, Diagnostic and Repair, New Computer Set-up, Quick Service, Software Installation, Software Troubleshoot, Subscription Software Service, Printer Troubleshoot, Printer Set-up, Wireless Network, Add Device to an Existing Network, Windows Install
• Making outbound calls to clients requesting for call or call back for disconnected sessions.
• Take at least 3 to 4 sessions at a time to set minimum expectations.
• Flexible in both schedule and workload. Able to work a minimum of 35 hours each week, maintaining a variable work schedule that includes days, evenings, weekends, and holidays. 
• Maintains high levels of professionalism, courtesy and service throughout all client interactions
• May be called upon to perform repairs, upgrades, and applicable installations to client machines depending on workload and demand 
• Provide information and answers to clients regarding products 
• Documents all client connects in a customer relationship management system