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ShortCut currently has exciting opportunities in our Tirana office for an ambitious Technical Support Specialist and a Customer Service Representative. Are you looking for a possibility to grow professionally and enhance knowledge? Can you establish rapport with customers, understand their needs and record customer insights? If the answer is YES, then we are looking for you to join our growing company and gain Canadian work experience.

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)

Role Objectives:

 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.

Requirements:

 1 year support centre 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

Customer Service Representative

Roles & Responsibilities

We are hiring a Customer Service Representative to represent our elite clients and deliver personalized customer experiences. The Customer Service Representative receives comprehensive training to ensure success in customer acquisition, retention, and support. Our growing firm operating in Canadian Market offers the opportunity to grow professionally, enhance knowledge, and become an integral part of a genuine team of professionals.

Role Objectives:

 Garner knowledge of our clients’ products and services

 Conduct accurate and compelling services presentations

 Establish rapport with customers and understand their needs

 Display a solutions oriented mentality to resolve inquiries

 Collaborate with colleagues to enhance customer interactions

 Observe, monitor, and record customer insights

 Assist with lead generation and business development efforts

Requirements:

 1 – 3 years of experience in a customer facing role

 Prior experience in a team environment (professional/academic/athletic)

 Participation in community service activities and/or philanthropic events

 Affable with a team oriented mindset

 Effortless ability to build relationships

 Strong communication skills both written and verbal English. Bilingual (French) is a big plus.

 Punctual and reliable with strong self-discipline

 Must be available to work 40 hours a week in three shifts 24/7 as required

Advantages:

 Paid training

 Vast network of cohorts to share ideas, strategies, and suggestions with

 Very competitive salaries

 Canadian work experience