Careers at SoftCom

Customer Support Representative

Job Summary
Reporting to the Manager of Customer Support, the Customer Support Representative will provide quality technology support services to external clients in a manner consistent with a high degree of customer satisfaction.

Duties and Responsibilities

• Provides first line technical and product support to clients through e-mail, fax, or telephone calls.
• Ensure timely follow up of all customer contacts to ensure high levels of satisfaction.
• Acts as an advocate for the customer by interfacing with internal support teams in providing resolution to complex issues.
• Follows all escalation and problem resolution procedures to ensure an orderly delivery of support.
• Performs other miscellaneous duties as required to assist the customer support department in meeting its objectives.

Job Requirements

• Ability to work on 24/7 shift rotation.
• 1 - 2 years experience in a technical support role.
• Excellent command of the English language both oral and written.
• A good understanding of Windows 2000, IIS, FrontPage, SMTP Pop 3 and other Internet applications.
• Strong troubleshooting and analytical skills.
• Microsoft Professional Certification is an asset.
• Strong commitment to customer satisfaction.

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