Work In Tech

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Technical Support Representative

ReadyMode

ReadyMode

IT, Customer Service
Canada
Posted on Tuesday, June 25, 2024

Readymode is a cloud-based all-in-one predictive dialer that intelligently connects call center agents with more leads in less time.

We are on a mission to “transform the way businesses communicate with their customers.” At Readymode, we live and breathe our Core Values, the 4 E’s - Empathy, Empowerment, Engagement and Excellence. We embody these at all times, whether that relates to our clients or teammates. Readymode is the place to be if you like to win and value a collaborative environment that will foster your growth.

Technical Support Representative

What You'll Do

  • Provide technical support to end-users via phone, email and chat.
  • Troubleshoot and resolve technical issues including VOIP/connectivity problems.
  • Assist with setting up and configuring new accounts.
  • Train new users to configure and use our software application.
  • Collaborate with cross-functional teams to resolve issues.
  • Help maintain knowledge base articles, FAQs, and troubleshooting guides to assist end-users and improve overall support efficiency.
  • Use internal tools to document issues and unexpected errors.
  • Ensure adherence to service level agreements (SLAs) and prioritize support requests based on impact and urgency.
  • Coverage hours are 11:00 am - 7:00 pm PST.
  • Other duties as required.

Required Qualifications/Experience

  • Certificate/diploma in a technology field or one year of technical support experience.
  • Strong interest in computers, software, and other technologies.
  • Customer-centric mindset and positive attitude.
  • Familiarity with troubleshooting issues in various versions of Microsoft Windows.
  • Customer Service experience and great listening skills.
  • Willingness to learn new processes and technologies.
  • Excellent command of both spoken and written English and Spanish.
  • Able to communicate efficiently and effectively.
  • A desire to learn in a fast-paced environment.

The Perks and Benefits

  • The tools you need to get the job done - company computer sent to you!
  • Group RRSP matching
  • A full benefits package that starts day 1
  • Opportunity to participate in our Employee Stock Option Plan
  • An education and training grant in your second year
  • Work/life balance
  • Remote and Flexible Work Opportunity

We are proud to be an equal opportunity workplace that is invested in building a culture that celebrates diversity and inclusion.

We appreciate your interest, please note due to the high volume of applications received, only short-listed candidates will be contacted. Thank you for your interest in Readymode!