Technical Customer Experience Advisor

This is a fully remote position, open to applicants in Canada.

📋 Description

• You will serve as the welcoming voice for our Telecommunications client, assisting their customers with smartphones, tablets, and computers.

• In your role as a Technical and Customer Experience Advisor, you will actively listen to callers and leverage your technical knowledge and enthusiasm for exceptional customer service to address inquiries about products and services, or to troubleshoot technical challenges and provide solutions.

• Furthermore, customers may reach out with questions regarding their account services, require assistance with enrolling in or canceling services, or seek help disputing charges.

⛳️ Requirements

• Must be at least 18 years of age or older.

• Possess a High School Diploma or equivalent.

• Must successfully pass a criminal background check.

• Able to commit to a full-time work week of 35-44 hours, with opportunities for overtime as necessary.

• Required to maintain 100% strict adherence to the assigned schedule.

• Must be available to work various shifts based on current business needs (including evenings, weekends, and holidays).

• Capable of working full-time hours with reliable attendance, as specified in the assigned schedule.

• Strong computer proficiency, including the ability to accurately type a minimum of 30 words per minute.

• Excellent written and verbal communication skills in English.

• Must demonstrate courtesy and friendliness with a high level of professionalism.

• Willingness to adhere to procedures and company policies.

• Ability to convey information and ideas clearly, ensuring others can understand, and exchange precise information in various situations.

• Capable of multitasking with applications while engaging with customers over the phone.

• Able to excel in a fast-paced, time-sensitive, and dynamic work environment, handling back-to-back calls.

• Must actively listen to customer needs and show empathy, including having problem sensitivity to resolve customer issues while being considerate of their feelings.

• Highly skilled at managing a high volume of conflict situations and addressing upset customers effectively.

• Ability to work in an environment where sitting, reaching, communicating (both verbally and electronically), typing, reading, multi-tasking, and maintaining concentration is necessary for extended periods.

• Must be able to use hands to handle, control, or feel objects, tools, or controls.

• Experience in reviewing financial transactions and assisting customers with enrolling in or canceling a service, or disputing charges is preferred.

• Previous experience in a technical support role or troubleshooting technical issues is preferred.

• Prior call center and/or work-from-home experience is preferred.

🏝️ Benefits

• Starting pay of $19.50 CAD.

• Performance-based incentives each month, with earning potential.

• Salary increases with ongoing learning and advancement to new support tiers.

• Health benefits for you and your family, including medical, dental, and vision coverage.

• Paid vacation time.

• Computer equipment provided.

• 100% REMOTE - Work-from-home opportunity, including training.

• Excellent work/life balance while advancing your career.

• Position as a Transcom employee (not an independent contractor).

• Opportunities to develop your skills and progress in your career.

• An opportunity to work for a company that is passionate about its people.