Customer Support Representative

Benefits

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Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes - putting people first, embracing continuous learning, and thriving through collaboration and inclusion - we nurture our people to deliver exceptional customer service. If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work-together Job Type: Part Time, Permanent Compensation: From 19,00 $ to 21,00 $ per hour Scheduled Hours: Flexible, minimum of 20 hours weekly with flexibility to be scheduled up to 37.5 hours weekly as needed PRIMARY DUTIES: The Customer Support Representative is a role supporting inbound customer service of a Telecommunications company. HIERARCHY: Customer Support Representative reports directly to the BPO Team Lead who reports to the BPO Senior Manager who reports to the BPO Practice & Customer Success Director who reports to the Executive Vice President CX Practice who reports to the President of the Global Video Transformation division who reports to the Chief Executive Officer . PRIMARY TASKS AND RESPONSIBILITIES: Respond to customer inquiries about their telecommunication plans and services. Assist clients with telecommunication products and issues Review Customer's account and assess their needs Provide general information about the organization. Refer clients to specialists when needed. Receive, understand, resolve complaints, and offer solutions. Advise and recommend products and services that meet the customer's needs Provide customers, based on their needs, with information about products, services, and current promotions Schedule and confirm appointments with customers for service subscription requests Create, complete, and correct purchase orders (PO) according to customer requests Identify and suggest improvements to enhance our services. Adhere to the information security policy to ensure the availability, integrity, and confidentiality of all data, in any form (text, graphic, audio, visual, digital, etc.). Other duties as assigned. COMPENTENCIES: Strong, clear and effective English and French written and verbal communication skills Attention to detail and accuracy. Exceptional team spirit and proactivity Exceptional time management and multitasking abilities. Remaining positive and persistent Good organizational skills Ability to work in a team. Flexible, reliable and trustworthy. Excellent interpersonal and communication skills Analytical thinking, initiative Compliance with standards and deadlines Protecting confidentiality Exceptional Attendance and punctuality Quality-focused, responsible, organized, able to prioritize Time management skills to multitask and adhere to SLAs. REQUIRED EDUCATION & EXPERIENCE: High school diploma or equivalent Customer Service: 1-3 years of experience in customer support, with a strong emphasis on opening support tickets and resolving customer issues via phone; hands-on experience with ticketing systems and high-volume call handling is a significant plus . User experience with good working knowledge of the Office Suite Comfortable with technology Telecommuncations product knowledge is an asset TECHNICAL REQUIREMENTS: Microsoft Products and Operating Systems including Word, Excel, Outlook, SharePoint, and PowerPoint Genesys Cloud CX, a plus LANGUAGE SKILLS: English & French Fluency in French and English (spoken and written). Over 80% of New Era's clientele is English-speaking. WORK ENVIRONMENT: This role will be performed remotely. PHYSICAL DEMANDS: Being able to work sitting down for a long period of time and being able to type at least 30-40 words per minute EXPECTED HOURS OF WORK: Typically, minimum of 20 hours per week - Monday to Friday, day/evening shifts (8 AM-8 PM rotation). Flexibility to increase up to 37.5 hours per week based on customer needs. Overtime may be offered on occasion if necessary to meet customer requirements. TRAVEL: No BENEFITS AND COMPENSATION:

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