Remote Tier 1 Technical Support Representative - Jobs in Stratford, ON

Job Description

UPLevel is a group of companies that provide outsourced customer care across North America to large and small clients alike. We connect people with solutions. We build relationships with clients and their customers over the phone and via email, chat and text and we are a proud and protective extension of our clients’ teams. We serve the financial, legal, insurance, construction, retail, education, and wellness sectors to name a few, and our pledge is to promote and protect our client’s brand and make them look good – no, scratch that – share their greatness with the world. One conversation at a time.Weve been nominated for Canadas Most Admired Corporate Cultures, shortlisted for Canada’s Top 100 Employers, in business for more than 50 years and Employee Experience is a very special focus for us. Our average staff tenure at our head office is 8.9 years and we truly care for and appreciate our work family. Come See!Who Are We Looking ForA passionate, detail oriented Technical Support Representative – someone who has a love for technology, as well as, beauty and wellness. At UPLevel, our primary goal is to augment our clients’ brand and reputation by truly connecting with their customers and helping them to find the best solutions. The Technical Support Representative role will help to assist in product education and technical support.What Are The Details Of This PositionUPLevel is looking for a team-oriented puzzle solver to fill the position of Technical Support Representative. This team member will work alongside our partner and client to provide customer and technical support for a fresh and innovative appointment-scheduling platform geared specifically for the beauty and wellness industry.The best team members are genuinely excited to help. We focus on infusing every interaction with warmth, patience, excitement and compassion, protecting UPLevel and our clients’ brand and reputation while coordinating and supporting the team. We will WOW their customers as they enjoy their digital experience. The successful candidate will be ready to dive in and perform tasks with diligence, accuracy and excellence.The successful candidate will thrive in our dynamic, fast-paced environment and will be aligned with our core values: Deliver Excellence & Extraordinary Value; Serve with Joy, Passion & Compassion; Embody Trust & Integrity; Drive Innovative & Targeted Growth; Thrive to Our Fullest Potential & Purpose; and Execute with Vision & Precision.Reporting to the Director of Contact Center Solutions this role will work closely with the team to drive solutions and deliver excellence while upholding UPLevel’s brand and culture.Major Responsibilities

• Mastering the product to educate active customers on how to best use the platform via inbound phone calls
• Working with trial customers to understand their goals and position the value of the platform via inbound phone calls
• Collecting information and doing the first level of investigation on product issues and/or directly troubleshooting tickets
• Detailing thorough internal notes to ensure clear communication across all team members
• Engaging regularly with the team to identify areas of opportunity to improve resources: macros, help center, etc
• Escalate live phones appropriately to technical support leaders, or other team leaders

Experience & Skills Required

• Strong attendance and adherence to schedule
• High level of success to resolve tickets
• Excellent verbal and written communication skills
• Passion for finding solutions and creating an easy transaction providing the best possible customer experience
• 1-2 years in a technical support role focusing on customer service for technology companies
• Extremely strong conversational phone skills

Preferred Qualifications

• Preference or previous experience or interest in the beauty or wellness industry
• Strong work from home setup for high quality VOIP calls
• Experience working with Zendesk
• Must have your own current and up-to-date technology including a desktop or laptop computer, high speed internet with ability to hardwire to router.

Work HoursShifts can include either a Monday-Friday (8/hours a day) or a 4 day work week (10/hours a day) 10:00am-8:00pmWhat You Can Expect from UPLevel

• People-first culture;
• Orientation and training to set you up for success;
• Ongoing coaching and support;
• Health and wellness benefits;
• Generous paid time off;
• Professional development and growth opportunities.

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