Technical Customer Experience Advisor

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Transcom

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1995

🤝 B2B

🏢 Enterprise

💰 Post IPO equity on 2017-04

B2B • Enterprise

Transcom is a global customer experience and contact center outsourcing company that provides customer care and customer contact services to other businesses. The company operates in 77 countries, employs about 20,435 people, and offers multilingual support (26 languages) and a mix of site-based and remote/work-from-home roles. Transcom positions itself as a partner to well-known brands, focusing on customer service, support, and outsourced contact-center operations and has received industry awards for customer contact outsourcing and remote work.

📋 Description

• You'll be the friendly voice of our Telecommunications client to support their customers with smartphones, tablets, and computers. • As a Technical and Customer Experience Advisor, you'll listen to the caller and use your technical expertise, and passion for outstanding customer service, to answer questions about products and services, or troubleshoot technical issues to find solutions. • In addition, customers may also have questions about services on their account, need help enrolling in or canceling a service, or disputing a charge.

🎯 Requirements

• At least 18 years or older • High School Diploma, or equivalent • Able to successfully pass a criminal background check • Able to work a full-time work week of 35-44 hours, with overtime opportunities as needed • Able to maintain 100% strict adherence to the assigned schedule • Able to work a variety of shifts influenced by current business needs (including evenings, weekends, and holidays) • Able to work full-time hours, with reliable attendance, as outlined in the assigned schedule • Strong computer knowledge, including ability to accurately type at least 30 wpm • Excellent English written and verbal communication skills • Courteous and friendly with high level of professionalism • Willingness to follow procedures and adhere to policies • Able to communicate information and ideas so others will understand and able to exchange accurate information in these situations • Able to multitask applications while talking to customers on the phone • Able to thrive in a fast-paced, time-pressured, dynamic work environment taking back-to-back calls • Able to actively listen to customer needs and demonstrate empathy - this includes having problem sensitivity - solve customer problems and be sensitive to others while you do it • Highly adept at working with a high frequency of conflict situations, as well as upset customers • Ability to work in an environment where you must sit, reach, communicate (verbally and electronically), type, read, multi-task, and concentrate in a prolonged setting. • Able to use your hands to handle, control, or feel objects, tools, or controls • Experience reviewing financial transactions and assisting customers that need help enrolling in or canceling a service, or disputing a charge, preferred • Experience in a technical support role or troubleshooting technical issues, preferred • Previous call center and/or work from home experience, preferred

🏖️ Benefits

• $19.50 CAD Starting Pay • Plus performance-based incentives each month, earning potential • Pay increases with continuous learning and advancement to new tiers of support • Health Benefits for you and your family, including: medical, dental, vision • Paid Vacation Time • Computer Equipment Provided • 100% REMOTE - Work-at-Home, including training • Great Work/Life Balance while developing your career • Position as a Transcom employee (not an independent contractor) • Ability to develop your skills and grow your career • An opportunity to work for a company passionate about people