Level 1 Technical Support Agent is required to have good communication and organization skills, basic technical knowledge, and the ability to follow standard procedures for resolving common technical issues.

Qualifications

• Basic technical background
• Strong analytical and problem-solving skills
• Excellent written communication, verbal and listening skills
• Strong customer relation skills
• Ability to handle multiple priorities/tasks
• Fluent in English & French

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance.
• Provide step-by-step instructions to help users troubleshoot and resolve common problems such as connectivity and VoIP registration issues along with configuration & equipment setup.
• Educate customers on product functionalities and troubleshooting steps to empower them to resolve common issues independently.
• Handle customer complaints and concerns with empathy and professionalism, ensuring timely resolution and customer satisfaction.
• Create, update, and manage support tickets, ensuring accurate documentation of customer issues and resolutions in the CRM (Cranium) system for future reference and analysis.
• Escalate complex technical issues to higher-level support or relevant departments for further investigation and resolution, while ensuring timely follow-up with the customer.
• Collaborate with other teams, including Network Operations, Customer Service, Dev support and etc. to address customer issues comprehensively and ensure a seamless customer experience.
• Use knowledge base, tools and other resources to assist in problem resolution.