Mobile Telecommunications Support Associate

• Handle inbound and outbound customer calls relating to mobile phone products and services
• Demonstrate empathy, patience, and active listening to ensure a positive customer experience
• Resolve customer queries effectively, including troubleshooting mobile-related issues and providing technical solutions
• Accurately document call details and actions taken in ticket notes for each interaction
• Escalate unresolved or complex issues through appropriate channels in a timely manner
• Adhere to program guidelines, company policies and compliance requirements

• Must be 18 years and older
• A minimum of 2-3 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED
• Minimum of 3 subjects inclusive of English (CXC/CSEC, City & Guilds. I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET Level 1, 2, 3; and CCSLC Competence & Mastery)
• Must have a valid (not expired) government issued ID, TRN and NIS card
• Must be able to pass a criminal background check and drug test as needed
• Must have flexible availability to work any day and any assigned shift weekly, including weekends and public holidays
• Must be able to train and/or work onsite
• Demonstrated ability to perform at a high level and support a high volume of inbound calls
• Experience in customer service is an asset and preferred
• Good systematic problem solving ability, using sound business judgment and following through on commitments to customers
• Ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps
• Excellent attention to detail
• Excellent verbal and written communication skills; able to translate customer communication rapidly and effectively on live voice or chat interactions
• Proficient reading skills required
• Ability to project patience, empathy, caring, and sincerity in written words or voice tone
• Ability to effectively organize, prioritize, multitask and manage time
• Experience working with CRM applications preferred
• Good typing skills – minimum 35 wpm with minimum 80% accuracy
• High level of integrity
• Basic PC keyboarding skills
• Basic Microsoft Office (Outlook, Word, Excel) experience required
• Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts
• Annual merit increase based on performance
• Paid Training
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented
• Excellent training and supervisory support
• Competitive Salary with attractive and attainable PBI structure
• Paid vacation and sick leave annually
• Exceptional Health and Life Insurance Plan
• Lunch benefits and subsidy
• Onsite lunch concessionaire at reduced rates
• Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
• Free On-site medical suite with nurse and medical doctor
• Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office
• Paid referral program
• Career development & growth opportunities for advancement
• Excellent Reward and recognition programs