Technical Support Specialist
Monday, May 6
Student Work Placement Program
This position is offered in part by the MaRS Student Work Placement program (SWP), which connects post-secondary students with work placements in technology and business.
Monkey Jabber has developed and implemented a unique App called the NurtureWatch. A global tracking and communication device designed for the elderly and those with special needs. It securely and accurately tracks the user’s whereabouts through GPS technology. It can make two-way calls to family members, caretakers or to an emergency call center. With the NurtureWatch, you can monitor the user’s heart rate. It has fall detection capabilities and can automatically make emergency calls; giving you peace of mind knowing that at any time, 24 hours a day, 7 days a week, help is available with the push of a button.
The Technical Support Specialist will provide exceptional customer service experience to small businesses, located primarily in North America. This enterprises-level assistance will be to provide our Clients technical support on their NurtureWatch. Able to diagnose and troubleshoot software and hardware problems and help the customer install applications and programs on their NurtureWatch smartwatches. The Technical Support Specialist responsibilities include resolving network issues, configuring telephone systems and using remote desktop connections to provide immediate support. You will use phone, email and chat applications to give customers quick resolutions to issues they encounter with their systems. All troubleshooting tickets must be accurately entered into our CRM application. Case submissions are via Web Portal and or Client Internal Escalations. Telephone (Inbound, Outbound, and Transfers) should define a percentage of each and what calls are considered transfers, chat VO Technical Agent take chat. To excel at this position you should be a natural helper, enjoy assisting people with technical issues and are able to explain technical details in a simple matter of fact manner. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical issues.
The Technical Support Specialist Primary Job Functions:
Research and identify solutions to software and hardware issues. Diagnose and troubleshoot technical issues, including account setup and network configurations. Ask customer targeted open-ended questions to quickly understand the root of the problem. Track issues through resolution, within agreed time limits. Talk the customer through a series of actions, either via phone, email or chat, until their technical issue has been resolved. Properly escalate unresolved issues to appropriate internal teams (e.g. software developers). Provide prompt and accurate feedback to the customer.
Refer to internal database or external resources to provide accurate technical solutions. Ensure all issues are properly logged into the appropriate data base. Able to prioritize and manage several open issues at one time. Follow up with the customer to ensure their IT systems are fully functional after troubleshooting.
Prepare accurate and timely reports. Document technical knowledge in the form of notes and manuals.
The Technical Support Specialist Requirements:
- Must be at least 18 years of age.
- Must have a HS Diploma/GED.
- Must be able to pass a background check.
- Technical/Customer Service Experience 1-2 years.
- Punctuality (Good Attendance).
- Professional Demeanor.
- Computer Skills.
- Detailed Oriented.
- Ability to provide step-by-step technical help, both written and verbal.
- Ability to provide responses to customers with little technical knowledge.
- Ability to diagnose and troubleshoot basic technical issues.
- Good understanding of computer systems, mobile devices and other tech products.
- Strong communication skills both verbal and written.
- Strong reading and comprehension skills.
- Strong analytical skills, able to multitask.
- Solid experience in problem solving and resolution skills.
Pay is $14/hour for 16-week Coop Term. Opportunity for employment pas Coop term.