JOB TITLE: Customer Service & Technical Support Specialist - Job# 21
Location: Markham, Ontario
Job Description Overview:
Interface with customers via inbound or outbound calls or the Internet for the purpose of resolving inquiries or issues with products or services.
Principal Duties and Responsibilities:
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
- Listen attentively to customer needs and concerns; demonstrate empathy.
- Clarify customer requirements; probe for and confirm understanding of requirements or problem.
- Meet customer requirements through first contact resolution.
- Confirm customer understanding of the solution and provide additional customer education as needed.
- Prepare complete and accurate work and update customer file.
- Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
- Effectively transfer misdirected customer requests to an appropriate party.
- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
- Participate in activities designed to improve customer satisfaction and business performance.
- Solve problems that can be unstructured and may require conceptual thinking skills.
- Offer solutions to issues that are non-standard/non-routine and may require extensive clarification.
- May use multiple database systems and documents to view information for answering customer inquiries, troubleshooting technical issues and dispatching service when necessary.
- Maintain broad and in-depth knowledge of products and services.
Required Skills:
- 1-2 years' experience troubleshooting hardware and/or software issues
- 1+ years of customer service satisfaction/escalation management
- 2+ years of experience with Windows desktop Operating System
- 1+ years of experience with Microsoft Office
- Strong written and verbal communication skills
Education:
Experience:
- Requires at least 5 years of work experience
COMPANY: ASUS Computer International
ASUS has long been at the forefront of the information technology industry and although the company started as a humble motherboard manufacturer with only a handful of employees, it is now a dominant player in the global market and employs over 11,000 people in 50 countries around the world. ASUS makes products in almost every conceivable category of information technology, including PC components and peripherals, desktops, notebooks, tablets, servers and smartphones.
ASUS is a major proponent in bringing quality innovation and design into its users’ lives. In 2011, ASUS products won 3,886 international awards and accolades. The company revenue was US$11.9 billion in 2011.
Please email your resume and cover letter to: canadaHR@asus.com and include the job title in the subject line.