Customer Service & Technical Support Agent

Position

Providing superior customer service is critical to the success of our business. This position is responsible for all aspects of providing quality telephone and electronic support to Datavalet’s clients, and assists customers in resolving problems.

Position Responsibilities

• Help promote our brands by being professional and efficient at all times
• Respond to incoming customer contacts (whether by phone, email or fax)
• Quickly and efficiently analyze customers needs
• Help customers to register for our service
• Help customers to configure their system for Wireless High Speed (WiFi) and broadband services
• Log all pertinent call data
• Escalate all unresolved issues to level 2 support
• Maintain service levels
• Continuously work to improve knowledge of TravelNet’s services, tools and products
• Monitor network services to help escalate network issues
• Bring forward ideas and suggestions to further improve our services

Experience

• Minimum of six months experience in customer service
• Post-secondary studies or equivalent education and experience

Required Knowledge

• Thorough knowledge of the internet
• Working knowledge of Internet browsers and email
• Must have enough familiarity with Windows 98, ME, 2000 and XP to perform the following:
  • Installation, removal and configuration of network components
  • Installation, removal and configuration of wireless cards
• General understanding of TCP/IP and networking
• Bilingual - French and English
• Must be empathetic to customers and willing to act in their interests
• Ability to analyze and resolve problems
• Good written and verbal communication skills
• Ability to be autonomous or work in a group
• Mac knowledge a plus