Next Training Start Date: October 24, 2016
Employment Type: Permanent, Full Time
Wage: $13/ hour + performance based bonus

Location: 100 King St. West 7th floor (Jackson Square Building), Hamilton, ON

We’re looking for outstanding customer service specialists to join our Technical Support team in our Hamilton call center. You’ll be supporting Internet, VOIP and Cable TV subscribers over the phone to resolve technical issues with their equipment/services.

At DependableIT, we promote a fun and dedicated work environment that enables you with the skills to be successful. We need tech savvy, customer focused individuals that have a great attitude and are driven to succeed in a fast paced environment. When we’re not playing ping pong in the lunch room, we’re working hard at our desks to achieve great results to earn rewards from contests and incentives.

We work to develop our people for opportunities for advancement and reward exceptional performance that drives our success. After 3 months of employment in office, you may work in the comfort of your home if you’re interested.

We look forward to hearing from you!

RESPONSIBILITIES
Respond to inbound customer calls and provide technical support by following specific call procedures and guidelines to achieve first call resolution.
Utilize soft skills to deliver world class customer service and prevent customer escalations while maintaining the highest level of professionalism at all times.
Communicate effectively using positive positioning with customers to understand the reason for the call, walk them through technical steps verbally, and provide all necessary information to ensure the issue is resolved.
Multitask efficiently using several Windows applications simultaneously to verify customer information, determine the root cause of any issue and provide the proper resolution
Achieve performance goals for call time, accuracy, quality, resolution, and customer satisfaction.
Escalate issues to appropriate parties only when necessary after appropriate steps are taken.
Responsible for knowing, understanding and adhering to the Worker responsibilities of the Ontario Health & Safety Act as found in section 28 sub sections (1) (2) & (3).

SKILLS AND QUALIFICATIONS
Excellent verbal and written communication skills
Exemplary customer service and problem solving skills; previous experience in a customer service environment is an asset
Ability to adapt to a fast-paced, high volume, changing environment
Comfort with technology, the Internet, Windows, Mac, iOS, Android and competent typing skills
Ability to successfully employ de-escalation strategies
Effective teamwork skills
Ability to work well independently with minimum supervision in a fast paced environment, while managing multiple tasks effectively
Has not been convicted of a criminal offense for which a pardon has not been received and legally able to work in Canada
Degree/Diploma/Certificate Preferred
Availability to be scheduled Mon-Sun between hours of 8am – 1:30 am

EFFORT AND WORKING CONDITIONS
Job requires ability to sit and view a computer monitor for extended periods of time
Requires ability to listen and respond for extended periods of time, using a headset

JOB TYPE:
Full Time

LOCATION:
Must be able to commute to Hamilton area in an punctual manner with no difficulties. After 3 months of in office employment, you have the option to work from home.

TO APPLY:
If you have the skills and experience required for this position, please forward your resume to:

E-mail: resumes@dependableit.com