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Customer Support Level 1 – ISP Team

NetAccess Systems Inc.

This is a Full-time position in Hamilton, ON posted May 11, 2021.

Based in Hamilton, Ontario, NetAccess Systems Inc. is a complete Information & Communications Technology solutions provider with more than 25 years of industry experience. We offer internet, digital phone, web hosting, and professional ICT services, as well as comprehensive consulting and network integration.Level 1 Technicians provide first-line technical support to computer users experiencing difficulties with accessing their NetAccess ISP service including configuration, computer hardware and with computer applications and communications software. Occasional onsite service will be required.The person in this position will be responsible for all NAS ISP solutions and customers with primary responsibility for Internet connections and business packages. Primary Responsibilities (60% of role)* ADSL, Wireless, Hosting, Digital Phone (all services) support * Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced * Consult user guides, technical manuals and other documents to research and implement solutions * Emulate or reproduce technical problems encountered by users * Provide advice and training to users in response to identified difficulties * Provide business systems, network and Internet support to users in response to identified difficulties * Collect, organize and maintain a problems and solutions log for use by other technical support analysts * Primary for support email and all incoming calls for support and service inquiries * Service initial support to new and existing clients * Service initial support for NAS partners * Refers customers interested in buying additional services to the appropriate NetAccess personnel* Assist to build and maintain customer relationships * Assists business customers in setting up their dial-up or ADSL connections and/or creating web site accounts and ensure they understand the prices and price schedule * Escalate to Level 2 Support any issue or service request that is not immediately solvable * Maintains ‘call log’ for each customer call and compiles appropriate reports for Manager of Customer Services. Secondary Responsibilities (40% of role)* Responds to all incoming telephone, mail, e-mail and in-person customer requests, determines customer need and re-directs to the appropriate personnel * Assists clients with ADSL connections * Responds to technical requests of current or potential customers * Creates and Closes tickets in the NAS ticketing system * Updates account information with the correct data * Assists in marketing tracking Skills & Qualifications* General knowledge of Internet software programs and various computer operating systems* Secondary language (other than English) an asset * Customer Service Orientation – Making efforts to listen to and understand the customer (both internal and external); anticipating customer needs; giving high priority to customer satisfaction* Persuasiveness/Sales Ability – using appropriate interpersonal styles and communication methods to gain acceptance of an idea, plan, activity, service or product from prospects and customers* Team Player – Taking actions that demonstrates consideration for the feelings and needs of others* Initiative – Takes independent action and goes beyond what the job or situation requires* Problem- Solving – Effectively identifies causes of problems and reaches sound conclusions after reviewing available information* Training – Working with Customer Service and Support Level 2 to gain knowledge and understand how to use the various NAS tools and support systems, and to gain knowledge in the troubleshooting process.