Customer Care Agent

POSITION SUMMARY

Reporting to Manager, Customer Care and working in a team environment, the Customer Care Agent will be providing Internet customers with basic support and services. Core responsibilities also include completing general administrative duties in a timely manner. The successful applicant will be expected to provide basic troubleshooting support for E-Mail clients and web browsers, and be willing to expand their knowledge base to cover more advanced topics such as assisting clients with their computers, routers, etc.

SPECIFIC DUTIES – The following duties will be performed:

1. As first contact with the public, provide desktop support services which includes setting up new Internet accounts, receiving payment, solving basic Internet connection problems and directing customers to the appropriate SNOC team members for advance services;
2. Review daily, all voice mail and email inquiries as they arrive, and respond back to customers in a timely manner, or refer inquiries to the appropriate areas of support;
3. Become familiar with features and tools found in ARIA as it relates to the position to accurately record customer information and transactions;
4. Maintain an organized, accurate and up to date customer filing system for all documentation;
5. Receive, inspect and sign for deliveries;
6. Maintain at all times a clean and organized personal work area and front lobby area;
7. Check Xerox and printers on a daily basis to ensure a clean area and to maintain sufficient paper supplies at all times and distribute faxes when received;
8. Summarize support work performed for customers in a report/log format;
9. Perform in-depth wireless modem inspection and testing services when returned by customer and Community Service Providers (CSP);
10. Provide company personnel desktop support for software and hardware issues as required;
11. Assist senior Satellite Network Operations Centre members with tasks when required, and
12. Maintain a suitable and realistic amount of office stationary supplies and prepare an order for purchase authorization when required, and
13. Other duties as required.

KNOWLEDGE AND SKILLS REQUIRED – to be successful in this position, the incumbent should have proven experiences demonstrating:

1. The ability to learn or have an understanding and ability to explain/convey and support the following technical services: common email clients and web browsers, DNS, Broadband MCS wireless architecture, WIFI home networking, and a basic knowledge of typical computer components and their functionality;
2. Excellent verbal and written communication skills;
3. The ability to provide clear and accurate instructions to clients over the phone, by email or by fax;
4. Excellent client service skills whether it be in person or on the phone;
5. The understanding and importance of safe workplace procedures;
6. A willingness to be part of a supportive team, and
7. A minimum of a High School Diploma or post-secondary training or related experience in a similar field.

PERFORMANCE TRAITS

1. Should be friendly and helpful with staff and customers;
2. Demonstrates great initiative and enjoys solving problems within a quick work environment;
3. Is methodical, and detailed to ensure that all tasks are completed properly and in a timely manner;
4. Is a fast learner and has a passion to learn more;
5. Is reliable and trustworthy;
6. Always strives to “get the job done well”, and
7. Must manage unexpected tasks with ease.

 

Apply to:    SSI Micro Ltd.
Human Resources Department
356B Old Airport Road
Yellowknife, NT
X1A 3P1

 

Fax:  (867) 669-7510
Email:  jobs@ssimicro.com