Customer Service Representative / Scheduling Support

It is expected from a TSOS Back Office Specialist to create/escalating tickets to the appropriate teams and coordinate with front desk and technician managers a proper resolution. The ideal candidate will be a self-starter with excellent communication and negotiation skills, someone who is highly attentive to all stakeholder requests, and able to prioritize client-driven tasks.

Major Responsibilities

Customer Support

* Provide technical support to clients on print devices by email and phone.
* Support administrative tasks in relation to service interventions: ticket/request processing, email and phone call handling, workload monitoring, prioritization, and reporting.
* Support device ordering and technical replacement
* Support daily operational management of the service and SLA management
* Enter device sales orders for contract adds/renewal.
* Create contracts in the system by partnering with sales and emailing customers with their Call ID and all the required information for customers' reference.
* Implement and meet established cost targets, through negotiating with stakeholders and ensuring strict process compliance of all other KPIs.
* Create and maintain strong working relationships with external Service Providers and Field Managers, to meet and exceed field metrics.
* Contact stakeholders and their dedicated stakeholder support service team, to negotiate the best possible arrival time for Service Providers to complete necessary product upkeep.
* Identify barriers that limit the working capacity of external Service Providers and communicate with field management to implement fixes to service issues lowering the optimization of workload efficiency and call queue management. Maintain this process until the service issues are resolved.

ADHOC

* Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
* Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.
* Participate in business meetings and general inputs in day-to-day improvements.
* Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
* Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.
* Participate in business meetings and general inputs in day-to-day improvements.

Candidate Background: Skills, Knowledge, and Abilities:

* Ability to work with minimal supervision highly self-motivated.
* Proven track record in the delivery of high quality customer service
* High level of PC Literacy & Microsoft Office software with emphasis on Excel capabilities
* Strong Team Player
* Ability to perform and make informed decisions under pressure
* Ability to meet tight deadlines
* Negotiation and conflict management skills

Additional Skills Required :

* Languages

English / French

* MS Suite

Power Point, Excel, Outlook, Word, Teams