Sydney Technical Support Representative

POSITION OVERVIEW

Sydney, NS

TECHNICAL SUPPORT REPRESENTATIVE (FULL-TIME)

As a technical support representative, you will handle blended inbound phone interactions with residential and business customers. You will troubleshoot account issues, provide general customer service, and up‑sell customers on products and services when appropriate.

This is an entry‑level position that offers on‑the‑job paid training. Prior contact‑center experience is not required; experience in customer service, technical support, inside sales, or back‑office support is a plus. Candidates should be highly reliable, have excellent communication skills, and be willing to constantly learn on the job.

Essential Duties

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Ensure first‑call resolution through problem solving and effective call handling.
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed.
• Accurately document and process customer claims in appropriate systems.
• Utilize knowledge base and training to answer customer questions while following all required scripts, policies, and procedures.
• Comply with requirements surrounding confidential information and personal information.
• Escalate customer issues to the appropriate staff and managerial for resolution as needed.
• Attend meetings and training and review all new training material to stay up‑to‑date on changes to program knowledge, systems, and processes.
• Adhere to all attendance and work schedule requirements.

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• Ability to type swiftly and accurately (20+ words a minute).
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Basic understanding of Windows operating system.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow‑up on customer issues.
• Aptitude for conflict resolution, problem‑solving, and negotiation.
• Customer‑service oriented (empathetic, responsive, patient, and conscientious).
• Ability to multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• Thrives in a fast‑paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and ability to build relationships with team and customers.

• One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact‑center environment.
• State or Federal work experience.

• Must be authorized to work in the country where the job is based.
• Must be willing to submit a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

• Paid Time Off:
  Earn PTO and paid holidays.
• Health Benefits:
  
  Full‑time employees are eligible for supplemental health coverage through Blue Cross.
• Life Insurance:
  Access life insurance options to safeguard your loved ones.
• Supplemental Insurance:
  Accident and critical illness insurance.
• Career Growth:
  Internal promotion focus and significant advancement opportunities.
• Paid Training:
  Learn new skills while earning a paycheck.
• Fun, engaging work environment:
  Team‑oriented culture fostering collaboration and engagement.
• Casual dress code:
  Be comfortable while you work.

This job operates in a professional office environment. The employee will be largely sedentary and required to sit or stand for long periods while using a computer and telephone headset. The employee will regularly operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally need to move about the office; reach in any direction;

raise or lower objects, move objects from place to place, hold onto objects, and move or exert…