Product Support team members serve as the main providers of solutions for customers' issues/questions.
Essential Position Functions
Provide responsive and high-quality support to our customers for all our products;
Manage resolution of technical issues for all T2 customers, and record all communication and activity in providing the resolution for the customer on a timely basis;
Provide excellent customer management through clear communication, responsive follow through, and advocacy for customer issues within internal departments;
Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues quickly. This includes taking ownership of the data entered into the help desk system updating both customers and appropriate internal employees of the status of all issues on a timely basis;
Collaborate extensively with internal team members to resolve client issues;
Provide rotational technical support coverage to T2 customers during the working week and on Canadian/US holidays as necessary, as well as participating in an on-call weekend rotation.
Education and Qualifications
2+ years of experience in a client facing call center, help desk or technical support environment or equivalent customer service experience;
Bachelor's degree in computer science or a technology related field is preferred;
Intermediate knowledge of various operating systems, software products (e.g. Microsoft Office);
Experience and/or knowledge of the parking industry are a plus.
Professional, confident, and clear verbal and written communication skills;
Detail oriented with excellent organizational skills;
Ability to quickly learn and apply technological solutions to business practices;
Ability to provide timely solution of issues in order to ensure customer satisfaction, eliminate downtime, and prevent cost overruns;
Ability and initiative to research solutions using a variety of resources and tools, and guiding clients through corrective steps.