Technical Support Agent

About this role

GardaWorld is one of the world’s largest privately-owned security and risk management organizations. Together, we deliver comprehensive solutions that keep people and businesses safe across the globe.

ECAM is looking for talented individuals like you! Be the next Technical Support Agent.

A Technical Support Agent provides expert support to customers and team members through various social platforms to create an environment of excellent service. It's crucial to ensure customer’s needs are met in a timely and effective manner while assisting in the operational needs of the Service Department. The Vision is that your team is the primary reason why customers choose to stay with the company.

Therefore, a Technical Support Agent is vital to the company as it is who, on the front line, resolves problems while saving precious time for the user.

Job Highlights:

-Day 1 HMO for you and two (2) of your dependents.

-Annual and Performance Based Salary Increase

-Additional Leave Credits

Duties &

Responsibilities

• Confident and professional responding to customer telephone inquiries by using the tools and resources provided to you.
• Maintaining a positive, empathetic, and professional attitude toward customers.
• Exceptional problem-solving skills.
• Able to resolve customer concerns by asking clarifying questions such as determining the cause of the problem; selecting and explaining the best solution; expediting corrections; following up to ensure resolutions.
• Accurate data entry.
• Make recommendations on improvements or changes that may benefit our clients and increase efficiencies.
• Knowing the products inside and out so you can answer questions promptly and with confidence.
• Communicating and coordinating with colleagues, as necessary.
• You are data driven and understand input metrics to drive the right outcomes.
• Organize on-site trips for Service Technicians.

Qualifications

• Possess a Bachelor's/ College Degree. Open to undergraduates.
• Computer literate.
• Technical Client Service experience for a minimum of 1 years.
• Excellent verbal and written communication skills.
• Ability to articulate and provide clear guidance.
• Ability to work well with a team that is multigenerational and multi-level skill sets.
• Sales experience is a plus.
• Experience handling customer escalations required.
• Technical experience in the field is an asset.
• On-call work may be required.
• Can work during weekends, holidays, and in shifting schedules including the night shift.
• Willing to work onsite
• Why join ECAM?
• At ECAM, we invite you to make a difference. Take over a position that creates community impact.
• Get to work with skillful team members and experience limitless growth.
• Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.