Customer Experience - Tier 1 Product Support (Contract) - Remote

Overview

As Tier 1 Product Support, you will be the first point of contact for ZOLEO, Roadpost and Bluecosmo customers, providing frontline technical troubleshooting and support for satellite wireless voice and data communication products and services.

In Short

• Provide Tier 1 support via live chat, email, and phone.
• Diagnose and troubleshoot various technical issues.
• Manage and track support tickets from initial contact to resolution.
• Assist users with product setup and optimization.
• Stay updated on product developments and troubleshooting techniques.
• Meet SLAs, quality benchmarks, and productivity goals.
• Ensure a customer-centric approach in every interaction.
• After hours and holiday coverage may be required.

Requirements

• 1-2 years in customer or technical support, preferably in wireless communication.
• Post-secondary diploma or equivalent experience.
• Strong verbal and written communication skills.
• Resourceful and analytical problem-solving skills.
• Ability to manage multiple tasks in a hybrid environment.
• Experience with ticketing systems like Zendesk is a plus.
• Fluency in additional languages is an asset.

Benefits

• 6-Month contract.
• Competitive base salary.
• Paid vacation.
• Remote work.