Technical Support Representative - St Lucia

Job Description

The Technical Support Representative provides service assistance to client customers. The primary activities of the position will include isolating problems to determine the root cause, educating customers to perform troubleshooting steps, notating the ticket before closing, queuing the ticket to an advanced team, or routing the ticket to the field for a dispatch to the customers residence. 

KEY RESPONSIBILITIES: 

• Provide first contact support for residential and commercial customers to resolve video, voice and internet connectivity issues. 

• Demonstrate outstanding customer service skills to exceed customer expectations and minimize escalations by taking ownership of customer-reported issues. 

• Answer calls, generate trouble tickets and update tickets, as needed, until the issue is resolved. 

• Diagnose, troubleshoot and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements. 

• Illustrate diplomacy, tactfulness and empathy when dealing with customers. 
  
  

KEY COMPETENCIES: 

• Skills in troubleshooting, solving problems and root cause analysis 

• Efficiency and consistency when working in a fast-paced, conflict resolution environment. 

• Must be able to exhibit written and oral communications skills to a standard as set by the company. 

• Flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business. 

• Demonstrated experience with the use of PCs, along with the ability to navigate in a multi-windowed based environment. 
  
  

QUALIFICATIONS AND EXPERIENCE: 

• Prior experience in a similar capacity 
• Ability to type in excess of 30 words per minute 

• 1+ years of customer service experience in a similar performance managed environment 

• Prior technical support / troubleshooting experience preferred.