Associate Consumer Support Representative full-time

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Associate Consumer Support Representative - (20001270) Description This role is remote work for the duration of COVID, but will require a physical presence in Waterloo after. The Role Here at Carbonite (An OpenText company) you will find yourself in one of the most highly supported positions in the business world. With great training, effective leadership, smart process, timely communication, regular coaching and peer support on the floor, you will be spared no effort to help you be successful. Achieve high levels of customer satisfaction when responding to inbound customer requests via phone, chat or email Troubleshoot technical and non-technical issues with the tools and skills that we will provide in a 3-week training While helping customers, make extra cash by identifying products and services that our customers need and then close the sale Take personal ownership for the customer experience to help influence their decision to renew or expand upon products and services they have with us. Overcome pre-existing frustrations when needed We are looking for people who are not merely interested in a job, but rather are passionate about their profession. The ideal candidate will invest in this job as the true career opportunity it is. A successful Technical Support Professional is a person who is at their desk and on time every day, ready to solve problems, meet the varying requirements of the role and be a good teammate. Specific Objectives and Responsibilities Your First Month in Training: Successful completion of up to 3 weeks in product/process training Follow along closely during lectures Solve hands on testing scenarios Complete daily content assessments Pass test calls and technical scenarios Pass final training clearance by successfully taking real customer calls with no real time assistance other than the Knowledgebase Successful completion of the post training nesting period where you will take live calls with the help of your trainer or subject matter expert Learn and consistently execute documented processes that are required as part of the job Learn and demonstrate ability to execute Carbonite software troubleshooting steps Efficiently use all support tools (ex. Remote Assistance, Customer Database, Case Management System) Strive to achieve Customer Satisfaction and Quality targets Successfully execute sales techniques such as upselling, cross-selling and lead generation Demonstrate consistent reliability and strong work ethic Other duties as assigned Two Months and Beyond – Post-Training: Rapidly increase your proficiency and self-sufficiency, with all aspects of the role Stay on top of all information alerts, trainings and process changes that are designed to prepare you for the evolving requirements of the role Become an expert in when and how to escalate customer requests to Tier 2 support, providing actionable information and appropriate documentation for the next agent to efficiently pick up and resolve the issue Achieve progress with your ability to sell needed and relevant products to the customers you are helping Assist in documenting new resolutions and ensuring existing knowledgebase articles are up to date by engaging in our Knowledge Centered Support (KCS) process Respond to internal employee satisfaction surveys to help us create the most effective environment for our staff Passionately pursue continuous improvement. Collaborate with your manager, peers and other co-workers, to improve everything that we do. This includes advanced learning opportunities and technical certifications. Demonstrated ability to properly use all tools to process and document all customer issues Meet Quality and Customer Satisfaction metrics Engage in and demonstrate, team building, collaboration, and urgency for customers, coworkers and your manager. We are better together! Other duties as assigned Key Challenges to Overcome


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