Technical Support Representative
Roles & Responsibilities
We are currently seeking a Technical Support Specialist in Tirana, Albania. This position is an integral part of Shortcut, providing excellent customer service and technical support to our clients in relation to:
• Internet (Level 1 & 2 support)
• IPTV (Level 1 & 2 support)
• Phone (Analog and VoIP)
This individual will be responsible for the following tasks/responsibilities:
• Provide technical support services to end-users, including device troubleshooting for Internet, IPTV, and phone devices.
• Maintain quality customer service on all inbound, outbound, and email interactions using Support Center Tools including Intermapper, Zabbix, and Jira/ Freshdesk ticketing systems.
• Facilitate IPTV and Network interactions on behalf of the client end-user
• Monitor 24/7 all network links and IPTV systems
• Collaborate with multiple departments to ensure issues are resolved
• Acquire a level of knowledge in IPTV and Network services in order to exceed customer expectations
• Provide training and documentation for IPTV/Network Services for Shortcut customers.
• Assist with various projects and support as assigned
• Maintain network security, user account creation/administration.
• Must be available to work 40 hours a week, in three shifts 24/7 as required.
Skills, Knowledge, & Experience
• 1 years support center experience, technical support, and/or mobility/phone/IPTV/Network background, or related work experience
• Strong organizational and customer service skills with the ability to communicate well both verbally and in writing
• Experience with IPTV and Network will be a plus, but may not be required based on other experience
• Strong communication skills both written and verbal English. Bilingual (French) is a big plus.
Advantages:
• Paid training
• Vast network of cohorts to share ideas, strategies, and suggestions with
• Very competitive salaries
• Canadian work experience
Contact: fgjwork@outlook.com for application assistance