Technical Support Representative - St Lucia

Job Description KEY RESPONSIBILITIES:  - Provide first contact support for residential and commercial customers to resolve video, voice and internet connectivity issues.  - Demonstrate outstanding customer service skills to exceed customer expectations and minimize escalations by taking ownership of customer-reported issues.  - Answer calls, generate trouble tickets and update tickets, as needed, until the issue is resolved.  - Diagnose, troubleshoot and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements.  - Illustrate diplomacy, tactfulness and empathy when dealing with customers.  KEY COMPETENCIES:  - Skills in troubleshooting, solving problems and root cause analysis  - Efficiency and consistency when working in a fast-paced, conflict resolution environment.  - Must be able to exhibit written and oral communications skills to a standard as set by the company.  - Flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.  - Demonstrated experience with the use of PCs, along with the ability to navigate in a multi-windowed based environment.  QUALIFICATIONS AND EXPERIENCE:  - Prior experience in a similar capacity  - Ability to type in excess of 30 words per minute  - 1+ years of customer service experience in a similar performance managed environment  - Prior technical support / troubleshooting experience preferred.