Whole Home Expert Bilingual (French & English) - Jobs in Moncton Area, NB

Job Description

About AsurionAt Asurion, every one of us is a leader, from individual contributors to the senior team. We utilize our 5 Leadership Principles to help align and guide us in our everyday interactions.

• Put Customers First
• Play A Team Sport
• Take Ownership
• Collaborate and Then Commit
• Reach Full Potential

Asurion helps more than 300 million people around the world unlock their technologys untapped potential. We create innovative technology solutions that help keep consumers connected, from comprehensive protection to smart tech help that redefines expertise. Partnering with leading wireless carriers, retailers and pay-tv providers, Asurions 17,000 employees deliver a seamless, award-winning customer experience, anticipating their needs and providing tailored services reachable within one touch.Job Responsibilities:

• Take ownership to provide first call resolution with a variety of technical support needs for our customer on their mobile devices, printers, tablets, computers, laptops, Smart TVs, home entertainment or theatre systems, gaming systems, vehicles, home energy and security systems and/or other consumer electronics.
• Make it easy for customers by bringing the Whole Home experience to life by demonstrating empathy and assurance, swift identification and resolution of technology issues and identifying other opportunities to add value through relationship and rapport.
• Able to effectively leverage resources including Helix or other tools to explore solutions and deliver technical support to customers. Proactively identify and research new technology trends and solutions for inclusion in the knowledge base.
• Achieve identified key performance indicators including customer experience goals (average Handle Time, NPS, first call resolution, etc) and other performance metrics including internal Quality and Attendance goals.
• Ability to identify, analyze and resolve technical issues related to multiple wireless operating systems such as Android, Apple iOS, Blackberry and Windows phone, home networks and routers and synchronization of multiple interconnected devices.

Job Requirements:

• High School or GED required.
• Bi-lingual- French/English
• Previous customer experience required and must have successfully completed Rocket Hire assessment
• Proven ability to learn new technical concepts quickly and easily makes connections among previously related notions, adaptable and open to change and experiments to find solutions to complex technical problems.
• Demonstrated ability to communicate clearly and succinctly, both verbally and in writing. Expert level ability to communication complex technical information to non-experts in a professional and engaging manner.
• Strong ability to build rapport with and relate well to others, actively listens, demonstrates patience, seeks to understand, exhibits empathy and assurance and gains trust and respect of others. Requires a highly proactive customer service mindset that is adaptive to varying customer technical skill levels and dedicated to meeting the needs of the customer.
• Proven ability to make decisions in a timely manner, sometimes with limited information and under tight timelines. Cool under pressure and does not easily become defensive, irritated or show frustration when faced with the unexpected or resistance.
• Adhere to company code of conduct, policies and procedures and act in accordance with the company’s core values.
• Maintain shift availability 7 days per week, 24 hours per day and ensure compliance with assigned shift and break periods. (Hours of operation 7am-1am AST)
• Perform other duties as assigned by management.

Physical and Mental Requirements:

• Must be able to sit for long periods of time (up to 2 hours).
• Must be able to speak with customers on the phone or manage online chats for extended periods of time (average 20 minutes per call or chat, however may be as long as 2+ hours).
• Must be able to work in conditions with frequent interruptions and conversational background noise while remaining focused and maintaining attention to detail with customers.
• Must be able to use headphones or ear pieces to listen to and speak with customers.
• Must be able to type at moderate speed with minimal errors while simultaneously continuing to provide a premier customer experience.
• Must be able to adapt quickly, research complex technology and connectivity issues and make decisions with limited information all while maintaining engagement with the customer throughout the call and documenting the issue and outcome.

PERKS:

• You will be an employee not an independent contractor
• Keep the same shift for 6 months
• Two weeks of vacation, three sick days and three personal days yearly
• Two consecutive days off weekly
• Full benefits after 30 days

• Free Parking

EARNING POTENTIAL:

• Base hourly Rate (English): $18.80
• Base hourly Rate (Bilingual): $19.80

• Hourly incentive for hours worked after 5pm and weekend shifts: $0.50
• Monthly Bonus plan: Up to $600/month

Job Types: Full-time, PermanentPay: From $19.80 per hourAdditional pay:

• Bonus pay
• Overtime pay

Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care
• Paid time off
• RRSP match
• Vision care

Schedule:

• 8 hour shift

Application question(s):

• Are you located in New Brunswick or Ontario

Experience:

• customer service: 1 year (required)

Language:

• French & English (required)

Work remotely:

• Yes

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