Technical and Customer Experience Advisor - Work From Home - Canada

General InformationLocationWork at HomeJob ID11759Job CategoryTechnical Support AgentLanguage RequirementEnglishDescription & requirementsDescriptionDo you love exploring the ways technology helps you do all your favorite things?Do you love helping people and sharing your knowledge?Do you want to grow your career with a company that rewards your hard work?Do you want to improve your work / life balance and work from the comfort of your home?What's in it for YOU!$19.50 CAD Starting PayPlus performance-based incentives each month, earning potentialPay increases with continuous learning and advancement to new tiers of supportHealth Benefits for you and your family, including: medical, dental, visionPaid Vacation TimeComputer Equipment Provided100% REMOTE - Work-at-Home, including trainingGreat Work/Life Balance while developing your careerPosition as aTranscomemployee (not an independent contractor)Ability to develop your skills and grow your careerAn opportunity to work for a company passionate about peopleJoin ourTranscomFamily as a Technical and Customer Experience Advisor!You’ll be the friendly voice of our Telecommunications client to support their customers with smartphones, tablets, and computers. As a Technical and Customer Experience Advisor, you’ll listen to the caller and use your technical expertise, and passion for outstanding customer service, to answer questions about products and services, or troubleshoot technical issues to find solutions. In addition, customers may also have questions about services on their account, need help enrolling in or canceling a service, or disputing a charge.Listen below to hear a sample of the types of calls you'll handle when you join our amazing team!Call Sample 1:Call Sample 2:Call Sample 3:Call Sample 4:What we are looking for:We’ve got an exciting career opportunity for you, if you can:Effortlessly engage with callers, actively listen, analyze, and isolate tech issuesComfortably navigate multiple applications to research solutionsMultitask in systems while patiently providing step-by-step instructions with a focus on accuracy and timelinessCalmly provide conflict resolution and navigate frustrated customer situations with an aptitude for service-orientation and social perceptivenessWork independently with discipline and motivation to succeed in a virtual environment where you work remotely with coworkers and supervisors from the comfort of your home.Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers.Work at a desk and wear an approved headset for the duration of a full-time schedule in order to talk to customers in a high-volume, fast-paced, and sometimes stressful environmentRequirementsThe following items are mandatory pre-employment requirements and/or skills that are required to be successful in this role. The skills listed are skills that must be used daily and for a prolonged period of time, up to the full duration of your scheduled shift.At least 18 years or olderHigh School Diploma, or equivalentAble to successfully pass a criminal background checkAble to work a full-time work week of 35-44 hours, with overtime opportunities as neededAble to maintain 100% strict adherence to the assigned scheduleAble to work a variety of shifts influenced by current business needs (including evenings, weekends, and holidays)Able to work full-time hours, with reliable attendance, as outlined in the assigned scheduleStrong computer knowledge, including ability to accurately type at least 30 wpmExcellent English written and verbal communication skillsCourteous and friendly with high level of professionalismWillingness to follow procedures and adhere to policiesAble to communicate information and ideas so others will understand and able to exchange accurate information in these situationsAble to multitask applications while talking to customers on the phoneAble to thrive in a fast-paced, time-pressured, dynamic work environment taking back-to-back callsAble to actively listen to customer needs and demonstrate empathy - this includes having problem sensitivity - solve customer problems and be sensitive to others while you do itHighly adept at working with a high frequency of conflict situations, as well as upset customersAbility to work in an environment where you must sit, reach, communicate (verbally and electronically), type, read, multi-task, and concentrate in a prolonged setting.Able to use your hands to handle, control, or feel objects, tools, or controlsExperience reviewing financial transactions and assisting customers that need help enrolling in or canceling a service, or disputing a charge, preferredExperience in a technical support role or troubleshooting technical issues, preferredPrevious call center and/or work from home experience, preferredLocation RequirementsMust live and work in one of the following provinces:Manitoba, New Brunswick, or OntarioWork at Home Requ