JOB SUMMARY 
The Tier I is responsible for providing technical support for Amplia Communications’ customers by responding to inquiries via phone and e-mail. This encompasses trouble-shooting customer's reported problems, educating new customers, escalating issues as needed and promoting the organization's products and services. 

MAIN RESPONSIBILITIES 

• Responsible for providing quality technical support to customers and to installation and service personnel who are having problems using the company’s products.  

• May assess needs and suggest/promote alternative products or services. 

• Deliver prompt and professional solutions for customer inquiries via phone, email and online chat. 

• Utilize interviewing techniques with customers, simplifying complex information into easy-to understand questions. 

• Maintain advanced technical knowledge of the company’s products and services. 

• Upsell and cross-sell products and services to customers when appropriate. 

• Follow up in a timely manner to ensure customer satisfaction. 

• Upgrade, downgrade, transfer and reconnect service. Answer basic billing questions (such as non pays) and process payments. 

• May be required to attend and work company events providing face to face support, troubleshooting, and demonstrating company products. 

• Ensure adherence to applicable HSE legislation and policies as far as reasonably practicable. 

• Commit to attending all required HSE training. 

• Ensure all HSE assigned Key Performance Indicators (KPI’s) are fulfilled on a continuous basis. 

• Performs any other duties related to the job function. 

• Answer inbound calls to the Customer Operations Department when needed. 

• Provide face-to-face assistance to customers with queries at Head Office. 

• May be required to attend and work company events providing face to face support and demonstrating company products. 

REQUIREMENTS 

• Associate Degree in Computer Science, Information Technology, Information Systems, or equivalent job knowledge is an asset. 

• Contact Centre experience, inbound and outbound/telemarketing is an asset. 

• Required to work on a 24hr rotational shirt system that includes 4x10 overnight shifts, weekends, and public holidays. 

• Industry experience strongly desired. 

• Proven track record of success in similar role. 

• Exemplary Attendance and Punctuality. 

• Ability to handle difficult customer situations and drive positive customer experience. 

• Ability to enforce company policies empathetically. 

• Excellent attention to detail and multi-tasking ability. 

• Must possess strong computer skills and demonstrate proficiency and experience utilizing Microsoft Suite and CRM software. 

• Must possess superior customer service skills and proficient reading comprehension. 

• Excellent time management and organizational skills. 

• Adaptable to changing environments. 

• Positive Team Spirit, enthusiastic with a strong aptitude and a positive "can do" attitude 

• Must possess effective communication skills. 

• Excellent analytical and problem-solving skills. 

• Must be able to work quickly and efficiently in time sensitive, high-pressure situations.