Under general supervision, in a 24/7 inbound call center environment, technical support representatives will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, verifying proper hardware and software setup, assisting with navigating around application menus, and troubleshooting. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.
Key responsibilities:
1. Deliver service and support to end-users using and operating automated call distribution phone software
2. Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
3. Gather the customer s information and determine the issue by evaluating and analyzing the symptoms
4. Diagnose and resolve technical hardware and software issues involving internet connectivity, IPTV, VOIP, basic troubleshooting, and more
5. Research required information using available resources
6. Follow standard processes and procedures
7. Offer alternative solutions where appropriate with the objective of retaining customers
8. Organize ideas and communicate oral messages appropriate to listeners and situations
9. Follow up and make scheduled callbacks to customers where necessary
10. Stay current with system information, changes, and updates
Requirements:
1. Working knowledge of networking, DSL, VDSL, VOIP, cable internet, router, switch, and sip configuration
2. Need to know only basic troubleshooting of domestic routers, Mac ID, and windows
3. Knowledge about DNS, basic network troubleshooting
4. B. Tech in CS and CCNA
5. Must have a personal laptop
CIK Telecom was founded in 2003 in Toronto, Canada, emerging from the advanced technologies and research of Onet System Incorporated, a leading consulting company in Canada specializing in telecommunications. CIK employs more than 300 staff with offices located in Canada, the United States, China, Vietnam, and India. We have local support centers in each of the major cities in Canada. CIK is registered as a licensed carrier with the CRTC (Canadian Radio-Television and Telecommunications Commission) since 2003.
CIK's initiative is to provide innovative, inexpensive, and reliable telecommunications and multi-media services to large ethnic communities across Canada and currently provides service to over 140,000 customers as of December 31, 2015. Major products include high-speed cable and fiberlight internet, digital TV, digital home phone, cell long distance, family health monitoring, and entertainment services.
