Technical Support Agent, L1

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

📋 Description

• Effectively oversee and prioritize incoming support requests.

• Diagnose and resolve technical issues related to the company's products and services, with a focus on POS systems.

• Provide prompt and precise responses to customer inquiries.

• Elevate complex problems to the appropriate internal teams.

• Offer immediate support during emergency situations.

• Manage inbound customer calls while clearly and concisely explaining technical concepts.

• Build strong customer relationships through effective communication and problem-solving.

• Actively listen to customer concerns, ask pertinent questions, and show empathy and understanding.

• Follow up to ensure complete resolution of issues and customer satisfaction.

• Contribute to and keep a current knowledge base of troubleshooting procedures and solutions.

• Stay updated on product enhancements, features, and best practices.

• Engage in regular training sessions.

• Record issues and resolutions using Salesforce or other CRM platforms.

⛳️ Requirements

• High school diploma is mandatory.

• Post-secondary education in networking, computer science, or a related field is an advantage.

• Prior experience in a technical support or call center setting is preferred.

• Familiarity with support ticketing systems, such as Salesforce, is a bonus.

• Proficient in Microsoft Office (Word, Excel, Outlook, etc.).

• Strong technical skills and troubleshooting capabilities.

• Exceptional communication skills, with the ability to maintain patience and composure under pressure.

• Capable of working both independently and collaboratively in a team environment.

• Strong attention to detail and effective time management skills.

• Proficient in English (written and spoken) is required.

• Proficiency in French and/or Spanish is preferred.

• Ability to work remotely with a reliable internet connection and a dedicated workspace.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and training.

• Flexible work hours and remote work options.

• Supportive and inclusive company culture.