Technical and Customer Experience Advisor - Work From Home - Canada

General Information

Location

Work at Home

Job ID

11759

Job Category

Technical Support Agent

Language Requirement

English

Description & requirements

Description

Do you love exploring the ways technology helps you do all your favorite things?

Do you love helping people and sharing your knowledge?

Do you want to grow your career with a company that rewards your hard work?

Do you want to improve your work / life balance and work from the comfort of your home?

What's in it for YOU!

$19.50 CAD Starting Pay

Plus performance-based incentives each month, earning potential

Pay increases with continuous learning and advancement to new tiers of support

Health Benefits for you and your family, including: medical, dental, vision

Paid Vacation Time

Computer Equipment Provided

100% REMOTE - Work-at-Home, including training

Great Work/Life Balance while developing your career

Position as a Transcom employee (not an independent contractor)

Ability to develop your skills and grow your career

An opportunity to work for a company passionate about people

Join our Transcom Family as a Technical and Customer Experience Advisor!

You’ll be the friendly voice of our Telecommunications client to support their customers with smartphones, tablets, and computers. As a Technical and Customer Experience Advisor, you’ll listen to the caller and use your technical expertise, and passion for outstanding customer service, to answer questions about products and services, or troubleshoot technical issues to find solutions. In addition, customers may also have questions about services on their account, need help enrolling in or canceling a service, or disputing a charge.

Listen below to hear a sample of the types of calls you'll handle when you join our amazing team!

Call Sample 1

Call Sample 2

Call Sample 3

Call Sample 4

What we are looking for

We’ve got an exciting career opportunity for you, if you can

Effortlessly engage with callers, actively listen, analyze, and isolate tech issues

Comfortably navigate multiple applications to research solutions

Multitask in systems while patiently providing step-by-step instructions with a focus on accuracy and timeliness

Calmly provide conflict resolution and navigate frustrated customer situations with an aptitude for service-orientation and social perceptiveness

Work independently with discipline and motivation to succeed in a virtual environment where you work remotely with coworkers and supervisors from the comfort of your home.

Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers.

Work at a desk and wear an approved headset for the duration of a full-time schedule in order to talk to customers in a high-volume, fast-paced, and sometimes stressful environment

Requirements

The following items are mandatory pre-employment requirements and/or skills that are required to be successful in this role. The skills listed are skills that must be used daily and for a prolonged period of time, up to the full duration of your scheduled shift.

At least 18 years or older

High School Diploma, or equivalent

Able to successfully pass a criminal background check

Able to work a full-time work week of 35-44 hours, with overtime opportunities as needed

Able to maintain 100% strict adherence to the assigned schedule

Able to work a variety of shifts influenced by current business needs (including evenings, weekends, and holidays)

Able to work full-time hours, with reliable attendance, as outlined in the assigned schedule

Strong computer knowledge, including ability to accurately type at least 30 wpm

Excellent English written and verbal communication skills

Courteous and friendly with high level of professionalism

Willingness to follow procedures and adhere to policies

Able to communicate information and ideas so others will understand and able to exchange accurate information in these situations

Able to multitask applications while talking to customers on the phone

Able to thrive in a fast-paced, time-pressured, dynamic work environment taking back-to-back calls

Able to actively listen to customer needs and demonstrate empathy - this includes having problem sensitivity - solve customer problems and be sensitive to others while you do it

Highly adept at working with a high frequency of conflict situations, as well as upset customers

Ability to work in an environment where you must sit, reach, communicate (verbally and electronically), type, read, multi-task, and concentrate in a prolonged setting.

Able to use your hands to handle, control, or feel objects, tools, or controls

Experience reviewing financial transactions and assisting customers that need help enrolling in or canceling a service, or disputing a charge, preferred

Experience in a technical support role or troubleshooting technical issues, preferred

Previous call center and/or work from home experience, preferred

Location Requirements

Must live and work in one of the following provinces

Manitoba, New Brunswick, or Ontario

Work at Home Requirements

Transcom provides you an all-in-one computer, monitor, and headset for this position. The computer contains a built-in webcam that is required to be used for training and meetings.

You must have a secure, quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift, including caring for a family member.

Your home office must be a private room with a door and cannot be a shared office space.

Your monitor cannot face a window, if the office is on a ground floor.

Your home office must have a DSL, Fiber, or Cable Internet that is hardwired into a modem/router via Ethernet.

(Dial up, Wireless, Mobile Hotspot, or Satellite internet service cannot be used)

Your hardwired internet connection must meet the minimum speed requirements

Minimum download speed 20 Mbps

Minimum upload spee