Customer Service Representative

Description:

Reporting to a Contact Centre Customer Service Leader, the NS Online Support Analyst provides customer focused Tier 1 technical support service to the external end users of services available on NS Online in a manner that meets or exceeds the established Contact Centre quality and customer service standards. You will provide these services as a direct support provider over the telephone or in response to external client email enquiry. They are an active listener, able to empathize, understand and resolve problems using appropriate questioning techniques and take accountability for issue resolution from start to finish. The analyst professionally guides users through steps to resolve technical problems and issues while ensuing customer expectations are met while focusing on first call resolution.

Qualifications and Experience

To be successful in this role, you will have 4 years’ experience of related experience working in a client focused technical support service desk environment.

You will be flexible and adaptable to ever changing priorities, have the ability to work under pressure while maintaining a high attention to detail and maintain their knowledge of new and emerging technologies. Demonstrated prioritization skills, sound judgment, analytical skills to diagnose and resolve incidents/service requests, excellent communication (verbal and written) and interpersonal skills are required. Knowledge of current Microsoft Office suite of products is required.

The successful condidate must work cooperatively in a team setting. You must have the ability to diplomatically deal with members of the public and maintain confidentiality. The ability to analyze problems and provide solutions while working in a fast paced environment is essential.

We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.