What Does a Customer Care Agent - Information Technology Contact Centre Do?

A Customer Care Agent – Information Technology Contact Centre (634E) works in a contact centre and provides support to the sales division of their organization through their customer care activities.

Job-Related Skills, Values and Interests:

  • Maintaining a safe work and a functional help desk environment
  • Communicating effectively with clients, co-workers and supervisors both verbally and in writing
  • Demonstrating quality client service skills
  • Creating and maintaining accurate documentation
  • Liaising with manufacturing, sales, support and financial services
  • Demonstrating a thorough knowledge of computer components and PC technology
  • Reviewing and distributing cross-functional information

Additional information on training standards for this particular trades in the Service sector may be found on the Ontario College of Trades (OCOT) website at: http://www.collegeoftrades.ca/wp-content/uploads/Information-Technology-Contact-Centre-Customer-Care-Agent-634E-TS-EN4.pdf

What Preparation and Training Do You Need?

Customer Care Agents can complete an apprenticeship of 3820 hours including 180 hours of related theory training (2 sessions: 5 weeks, then 1 week in duration). Upon successfully completing the apprenticeship program in this Voluntary trade, a person may qualify for a Certificate of Apprenticeship. This is the minimum to be apprenticed in this trade under the (OCTAA) Ontario College of Trades Apprenticeship Act (2009). Please note that minimum entry requirements to this and other trades are currently under review by the Ontario College of Trades.

What’s your Future as a Customer Care Agent – Contact Centre?

Many businesses now provide product support/customer service via telephone or web. Customer service is a key element in acquiring new or retaining current business for most organizations, and the skills learned in this front-line, fast-paced environment can be beneficial in earning promotions within the organization, or in a future career. Bilingual (French and English) or additional language capability would be an asset to anyone seeking employment in this type of environment.

Wage Rate

  • Apprentices usually start working at a wage rate less than a fully qualified person would earn
  • This rate generally increases as you acquire skills and competency
  • Wage rates vary depending on the geographic location where you live, ranging from $10.25-$24/hour

Self-Rating Quiz

Ask Yourself: Is Working as a Customer Care Agent – Information Technology Contact Centre for You?

Are you able to learn and apply new things – particularly technology - quickly?

Yes      No

Do you understand computer hardware and software and their interactions?

Yes      No

Are you a patient person who enjoys helping people?

Yes      No

Do you like figuring out what’s wrong with something and then fixing it?

Yes      No

Would you be willing to work evening hours or on the weekend?

Yes      No

Are you good at working independently or as part of a team to accomplish goals?

Yes      No

If you answered Yes to most of these questions, working as a Customer Care Agent may be for you!

You may also want to explore other skilled trades that require similar interests and skills, including:

  • Technical Support Agent – Information Technology Contact Centre
  • Inside Sales Agent – Information Technology Contact Centre
  • Telecommunications Installer & Repairer
  • Network Cabling Specialist

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