We Have Customer Support Executive Opening for our Sister Concern @ Charlotte Town, PEI

Full time
Canada
Posted 9 months ago

SUMMARY
The Support Representative is responsible for receiving, investigating and responding to all client’s
inquiries or issues regarding installation, configuration, account access, general pre-sales and various
other Level 1 support issues via phone, ticket or e-mail. They will be responsible to handle inbound calls.
They will troubleshoot problems and coordinate with various internal departments or team levels to
resolve problems.

KEY RESPONSIBILITIES
 Provide prompt and courteous help desk telephone support to clients
 Understand the client’s issue, comprehensively document it in the ticket, attempt to resolve it;
escalate to the proper team (if required)
 Working closely with peers / supervisor to identify and raise issues to improve customer
satisfaction and experience.
 Perform tasks / activities following the Standard Operating Procedure or Knowledge base
 Monitoring network and server event alerts
 Assist client in processing their requests. E.G.:
Setting permissions
Resetting passwords (FTP, FrontPage, Email, Stats, SQL)
Client side email configuration
Client side FTP configuration
Control Panel
Domain Renewals
DNS transfer
Registrar transfer
Domain name pointer
New Domain name registration

SKILLS AND EXPERIENCE
 Excellent spoken English is mandatory, knowledge of French language will be an advantage
 IT ticketing systems and remote management tools
 Strong communications skills, ticket-focused customer support with aptitude for providing great
service.
 Good analytical and problem solving skills are mandatory
 Ability to remain calm, composed and articulate when dealing with tough customer situations
 Above average typing speed (40 wpm or more)
 Basic understanding and experience in working with LAMP/WAMP
 Basic troubleshoot skills on SMTP/ POP/ IMAP protocols and The Domain Name System (DNS)
 Basic troubleshoot skills on FTP/SFTP, Web, Firewalls and the internet fundamentals
 Basic troubleshoot skills on WordPress, Joomla, PHP, .NET
 Basic knowledge of MySQL, MS-SQL database functionality
 Open minded, desire to learn, quick thinker, creative problem solver
 Team player which advocates a team concept

QUALIFICATIONS AND CERTIFICATIONS
 Post-secondary school education in a related field or an equivalent
 Minimum of 1 years’ experience in a customer support role
 Desired to have any of A+, MCP, MCSA, MCSE, CCNA or equivalent certification

Job Features

Job CategoryCustomer Support, Technical Support

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