Technical Support Representative

We're thrilled that you're here to explore the details of your next career step. Before proceeding with your application, we kindly request that you carefully review the requirements for this position. It is essential to ensure that you meet the necessary qualifications and are authorized to work in the country where this position is located. By fulfilling these criteria, you increase your chances of being shortlisted and joining itel at the earliest opportunity.

JOB DESCRIPTION: The Technical Support Representative provides service assistance to client customers. The primary activities of the position will include isolating problems to determine the root cause, educating customers to perform troubleshooting steps, notating the ticket before closing, queuing the ticket to an advanced team, or routing the ticket to the field for a dispatch to the customers residence.

KEY RESPONSIBILITIES:

● Provide first contact support for Consumer customers to resolve voice, data, and video issues. Additionally, when eligibility requirements are met there is potential for promotion to the next tier handling both Consumer and Commercial customers.

● Demonstrate outstanding customer service skills to exceed customer expectations, doing so by being respectful, polite, and maintaining a positive attitude while working through the issue with the caller.

● Answer customer calls seeking assistance to resolve an issue with services provided by the client, using logical thinking to isolate the issue. Once the root cause is identified either resolve the issue, prepare the trouble ticket to be queued to an advanced team, or route the trouble ticket to Field Services for a technician dispatch to the customers residence.

● Accurately document all required information in the ticket notes, according to standard operating procedures.

KEY COMPETENCIES:

● Skills in trouble isolation, logical thinking, solving problems and root cause analysis skills

● Efficiency and consistency when working in a fast-paced, conflict resolution environment.

● Superior listening, verbal, and written communication skills; and strong attention to detail.

● Ability to work a fixed schedule with two consecutive back-to-back days off each week, once you have completed your introductory period it allows you the ability to earn to a different fixed schedule based on your performance.

● Ability to neutralize accent, to closely mirror a mid-western American accent.

QUALIFICATIONS AND EXPERIENCE:

● Minimum 5 CXC passes including grade 1 or 2 in English A and Mathematics

● Proficient with data entry and typing skills, minimum of 25 words per minute.

● Customer service experience in a contact center environment is preferred. 

● Prior technical support / troubleshooting experience is a plus but not required.

● Being open to training and learning with a positive attitude is a must. 

Itel is committed to diversity and inclusion, from hiring, recruiting, training and development, promotion, remuneration, and a host of other facets. We value each employee as family and prioritize showing our appreciation through the host of benefits we offer - competitive salaries, medical, dental and vision insurance coverage, paid training, staff transportation and more. Aside from having the required academic and experience-based qualifications, all you need is a valid St. Lucian National ID Card, a personal commercial bank account and a complementary Police Certificate of Character.

itel is the largest Caribbean-born customer experience provider and we are now an award-winning international company. We take pride in empowering our teams, treating every member like family.

itel is an equal opportunity employer offering competitive pay, as well as a whole host of benefits designed to support employee comfort, and wellbeing. This includes paid training, opportunities for career advancement & development, as well as medical and life insurance, in a fun and inspiring work environment with great on-site amenities.

All you need is a valid St. Lucian National ID Card, a personal commercial bank account, and a complementary Police Certificate of Character, in addition to having the necessary academic qualifications and experience for the position that best suits you.