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Remote Service Specialist

Remote Service Specialist

Contract
North York
Posted 2 weeks ago

Pay Rate:  $17.50/hr

Duration:  12 months

Shift: between 7:00 a.m. and 7:00 p.m.

Accountabilities:

  • Perform remote support on a full-time basis by taking inbound calls from customers.
  • Accountable for the diagnosis and repair of equipment hardware and software problems over the phone. The individual will have a strong technical aptitude as well as the ability to sell the program to the customer, and driven to meet team & individual target goals.
  • Direct unresolved escalations to the most cost effective and efficient route to fix a specific issue.
  • Frequently interfaces within functional area (TSR teams, Technical Support Team and Level 2 teams) as well as with management in the area supported.
  • Reduce field service visits and increase machine up time for customers. 

Requirements:

  • Can clearly communicate technical content to non-technical individuals
  • Skilled in the use of diagnostic tools and experienced with troubleshooting over the phone.
  • Ability to interact professionally and courteously with customers on the phone.
  • Experience and/or understanding in troubleshooting hardware and software issues.
  • Competency in working with PCs and standard PC applications like Outlook, Internet Explorer and Microsoft Office.
  • Proficient typing skills (30 words/min).
  • Ability conceptualize customer issues as part of the problem-solving process where lab or virtual systems are not available.
  • Ability to logically examine and interpret information from different sources to develop a course of action.
  • Possesses a strong customer focus, with a commitment towards delivering results.
  • Results oriented with an excellent record of success.
  • Must be available to work hours between 7:00 a.m. and 7:00 p.m. eastern time, depending on shift coverage requirements.
  • Past networking and call centre experience.

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