Monitoring & Support Specialist
At TELSCO, we are in the business of developing relationships, creating great experiences and we are committed to quality. A Monitoring & Support Specialist is an expert in all of these. They also have a commitment to excellence, a desire to delight customers, and are part of a spirited team of experts!
The primary responsibilities of this role are to
- Provide emergency response over the phone in our 24/7 Edmonton Monitoring Centre (you are available to work all shifts - day, afternoon, evening, overnight, any day of the week)
- Provide Tier 1/first-line remote technical support and training to clients over the phone or electronically, in response to their technical questions
- Consult all TELSCO online tools and manuals to assist in technical problem solving
- Collaborate with the team and leadership in the ongoing development of workflow and strategies to ensure our clients are equipped with the latest solutions and services
The tasks include
- Providing emergency response following TELSCO predefined protocols
- Over the phone follow-up on alarm response calls based on established protocols
- Over the phone or electronic communication with clients to resolve first-line technical support
- Utilizing all tools and resources available to support clients with technical questions or training
- Document each technical issue and resolution, by client, in the TELSCO systems
- Recommendations on continuous improvement including the use of AI tools
- Projects and other exciting things that come your way!
Your skills are
- Thinking out of the box to solve problems
- Comfortable using AI tools
- Doing the right thing for your team and our customers
- Exercising judgment within defined practices to determine appropriate action
- Experience in remote or in person technical support
- Excellent verbal and written communication skills
- Inspiring confidence with team members and clients
- Managing multiple priorities seamlessly and happily
How we measure your success
- Call quality
- NPS scores
- Service levels
Job Type: Full-time
Pay: $19.00-$21.00 per hour
Expected hours: 40 per week
Benefits:
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- RRSP match
- Vision care
Ability to commute/relocate:
- Edmonton, AB T5L 1A5: reliably commute or plan to relocate before starting work (required)
Education:
- Secondary School (preferred)
Experience:
- Call center: 3 years (required)
- Customer service: 5 years (required)
Language:
- English expertly (required)
Work Location: In person
