Technical Support Agent
GardaWorld
- Edmonton, AB
- Permanent
- Full-time
- Confident and professional responding to customer telephone inquiries by using the tools and resources
- Exceptional problem-solving skills.
- Able to resolve customer concerns by asking clarifying questions such as determining the cause of the
resolutions. * Accurate data entry.
- Make recommendations on improvements or changes that may benefit our clients and increase
- Communicating and coordinating with colleagues, as necessary.
- You are data driven and understand input metrics to drive the right outcomes.
- Organize on-site trips for Service Technicians.
- Willing to take on other projects and duties as assigned.
- Achieve SLA requirements for Inbound Call Queues.
- Technical Support completion percentage.
- Team Call Efficiency.
- Technical Support Revenue.
- Service Calls Completed.
- High school diploma.
- Computer literate.
- Technical Client Service experience in security industry for a minimum of 1 year.
- Excellent verbal and written communication skills.
- Ability to articulate and provide clear guidance.
- Ability to work well with a team that is multigenerational and multi-level skill sets.
- Sales experience is a plus.
- Experience handling customer escalations required.
- Technical experience in the field is an asset.
- On-call work may be required.
- Weekend, evenings, and statutory holiday work may be required.
- Primarily an office position.