RESPONSIBILITIES

• Respond to customer inquiries regarding their telecommunications plans and services.
• Assist customers with telecommunications products and issues encountered
• Review the client’s file and assess their needs
• Provide general information about the organization.
• Refer clients to specialists as needed.
• Receive, understand and resolve complaints, and propose solutions.
• Advise and recommend products and services that meet customer needs
• Provide customers with information about current products, services and promotions based on their needs
• Schedule and confirm appointments with customers for service subscription requests
• Create, complete and correct purchase orders (POs) according to customer requests
• Identify and suggest improvements to optimize our services.
• Comply with the information security policy to ensure the availability, integrity and confidentiality of all data, in any form (text, graphic, audio, visual, digital, etc.)
• Other duties as required.

SKILLS:

• Strong written and verbal communication skills in English and French, clear and effective
• Attention to detail and precision.
• Exceptional team spirit and proactivity
• Excellent time management and multitasking skills.
• Positive attitude and perseverance
• Good organizational skills
• Ability to work in a team.
• Flexibility, reliability and loyalty.
• Excellent interpersonal and communication skills
• Analytical skills, sense of initiative
• Meeting standards and deadlines
• Respect for confidentiality
• Exceptional attendance and punctuality
• Quality-oriented, accountable, organized, and prioritizing.
• Time management skills to multitask and meet service level agreements (SLAs).

EDUCATION AND EXPERIENCE REQUIRED:

• High school diploma or equivalent
• Customer Service: 1-3 years of customer support experience, with a particular focus on creating support tickets and resolving customer issues over the phone; Hands-on experience with ticketing systems and handling a high volume of calls is a strong asset.
• User experience and good working knowledge of the Office suite
• Ease with technology
• Knowledge of telecommunications products is an asset

TECHNICAL REQUIREMENTS:

• Microsoft products and operating systems, including Word, Excel, Outlook, SharePoint, and PowerPoint
• Genesys Cloud CX is an asset

LANGUAGE SKILLS: English and French

Fluency in French and English (oral and written). More than 80% of New Era’s clientele is English-speaking.

WORK ENVIRONMENT: This position will be held remotely.

PHYSICAL REQUIREMENTS: Be able to work in a seated position for long periods of time and type at least 30-40 words per minute

EXPECTED WORK SCHEDULE: As a general rule, a minimum of 20 hours per week — Monday to Friday, day and evening shifts (8 a.m. to 8 p.m. rotation). Flexibility to increase the number of hours up to 37.5 hours per week based on customer needs. Overtime may also be offered on occasion if necessary to meet customer requirements.

TRAVEL: None

BENEFITS AND COMPENSATION:

• Benefits:

• Computer equipment provided.
• No sales or canvassing activities.
• Minimum of 20 hours per week, Monday to Friday. Flexibility to work up to 37.5 hours occasionally, if needed.
• Dynamic work environment and great team.
• Paid training.
• Fast integration.

• Remuneration:

• Starting salary: $20 to $22 per hour (CAD)
• Two days of paid sick leave (after 3 months of employment).
• Two weeks of vacation.
• RRSP plan (accessible after 6 months of employment).
• Paid holidays.
• Group insurance (available after 3 months).

QUALIFICATIONS: To perform their duties effectively, the person must be able to perform each of the essential duties satisfactorily. The requirements listed above are representative of the required knowledge, skills and/or abilities. Reasonable accommodations can be made to enable persons with disabilities to perform essential functions.

This job description is not intended to cover or contain an exhaustive list of the activities, duties or responsibilities required of the employee. Other duties, responsibilities and activities may change or be assigned at any time, with or without notice.

Declaration on Equal Employment Opportunity (EEO) and Affirmative Action (AA)

New Era Technology offers equal employment opportunity (EEO) to all of its employees and job applicants, regardless of race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or eligible veteran status.

In addition to the requirements of federal law, New Era Technology complies with applicable provincial and local laws governing non-discrimination in employment in all locations where the company has facilities. This policy applies to all terms and conditions of employment, including recruitment, hiring, assignment, promotion, dismissal, layoff, recall, deployment, leave, pay and training.