What are the responsibilities and job description for the Technical Support Representative (BC & AB) position at Readymode?
Technical Support Representative
Responsible for providing high level technical support to end-users via phone, email, and chat which include troubleshooting VOIP issues and connectivity problems. Assist with post account setup training, collaborating with cross-functional teams for any additional support needed and maintaining knowledge base articles while documenting issues.
Roles and Responsibilities
- Provide technical support to end-users via phone, email and chat.
- Troubleshoot and resolve technical issues including VOIP/connectivity problems.
- Train new users to configure and use our software application.
- Collaborate with cross-functional teams to resolve issues.
- Help maintain knowledge base articles, FAQs, and troubleshooting guides to assist end-users and improve overall support efficiency.
- Use internal tools to document issues and unexpected errors.
- Ensure adherence to service level agreements (SLAs) and prioritize support requests based on impact and urgency.
- Work schedule will be Monday to Friday with the possibilities for rotating Saturday's.
- The hours required are: 6am - 2pm / 10am - 6pm / 11am - 7pm (all PST)
- Other duties as required.
Required Qualifications/Experience
- Certificate/diploma in a technology field or one year of technical support experience.
- Strong interest in computers, software, and other technologies.
- Customer-centric mindset and positive attitude.
- Familiarity with troubleshooting issues in various versions of Microsoft Windows.
- Customer Service experience and great listening skills.
- Willingness to learn new processes and technologies.
- Able to communicate efficiently and effectively.
- A desire to learn in a fast-paced environment.
The Perks and Benefits
- The tools you need to get the job done - company computer sent to you!
- Group RRSP matching
- A full benefits package that starts day 1
- Opportunity to participate in our Employee Stock Option Plan
- An education and training grant in your second year
- Work/life balance
- Remote and Flexible Work Opportunity