Job Title

Tech Support agent is required to have good communication and organization skills, basic technical knowledge, and the ability to follow standard procedures for resolving common technical issues.Responsibilities:Serve as the first point of contact for customers seeking technical assistance.Provide step-by-step instructions to help users troubleshoot and resolve common problems such as connectivity and VoIP registration issues along with configuration & equipment setup.Educate customers on product functionalities and troubleshooting steps to empower them to resolve common issues independently.Handle customer complaints and concerns with empathy and professionalism, ensuring timely resolution and customer satisfaction.Create, update, and manage support tickets, ensuring accurate documentation of customer issues and resolutions in the CRM (Cranium) system for future reference and analysis.Escalate complex technical issues to higher-level support or relevant departments for further investigation and resolution, while ensuring timely follow-up with the customer.Collaborate with other teams, including Network Operations, Customer Service, Devsupport and etc. to address customer issues comprehensively and ensure a seamless customer experience.Use knowledge base, tools and other resources to assist in problem resolution.Qualifications:Fluent in English & FrenchBasic technical backgroundStrong analytical and problem-solving skillsExcellent written communication, verbal and listening skillsStrong customer relation skillsAbility to handle multiple priorities/tasks