Bilingual Technical Solution Representative (Helpdesk) (Montreal)

Bilingual Technical Solution Representative (Helpdesk)

URGENT Please read the job description below. If this interests you please send a MS-Word version copy of your updated resume (ASAP) along with your salary expectations first available date and a telephone contact number E-mail to ahsu(at)teamrecruiter.com Please put the job title as your subject line The recruiter in charge of this role is Ann AFTER you have submitted your resume via e-mail (when you have a moment) please apply online to match your resume to the job with following link s www.stafftrak.net ApplyOnline teamrecruiter.web tt JD& jobId 010947 If you do not think you are a match for this opportunity but know someone who is feel free to forward this email to them and you will be eligible for a referral bonus upon a successful hire. My client is a well-established organization in the IT Consulting Industry situated in Kanata ON. They are looking for Multiple Bilingual Technical Solution Representative (Helpdesk) This is a 12 months contract with the possibility of extension. Multiple Positions Key Skills Prior Helpdesk phone support experience Technical computer hardware software troubleshooting Ability to write clear detailed documentation in ticketing system MUST be Bilingual (French English) Work well in a team environment Ability to work under pressure Adapts easily to change in procedures Flexible working hours Resolve issues questions with standard software such as Microsoft Office. Escalate incidents to Tier 2 High School Diploma required Technical certification ITIL A college diploma an asset Job Description Technical skills customer service and French speaking. There is a potential to work rotation shift weekends etc. Applies developed knowledge of the job skills company policies and procedures to complete a wide variety of difficult assignments tasks. Thorough understanding of the general technical aspects of the job. Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment. Works under limited supervision and normally receives no instruction on routine work and general instructions given for new assignments. Responsibilities Working more independently and from a standard protocol to respond to customer issues. Moderate judgment may be used to supplement the outlined process. Successfully resolve moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems. Respond to service product technical and customer-relations questions on subjects such as features specifications and repairs on current and discontinued products parts and options based on customer entitlement (for example warranty through enterprise). Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements. Work is reviewed periodically by Supervisor or Team Lead. Education and Experience Required High school education or equivalent. Typically requires 1- 3 years general experience or equivalent combination of experience and college level education. Knowledge and Skills Superior skills in both written and verbal communication. Experience in customer facing role either remote or face to face. Computer proficiency with applicable software applications (for example Microsoft Office CAD Adobe Suite programming. Problem solving skills. Accuracy in data entry. Excellent fluency in language to be supported. Experience in a phone based remote role e- support e-chat or similar. Familiarity with computer technology. Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems. Understands internal processes and tools. Knowledge of Knowledge Management Systems and appropriate documentation to the system. Is a direct contact point for customers and onsite field personnel Accuracy in entitling customers and routing to the correct team for service or dispatch is critical to meeting service level agreements. May be the only contact a customer has within organization and acts as a customer service ambassador and ensures a positive customer experience. Process recommendations and documentation can impact revenue and customer experience. Please note that this is the most up to date version of job description available at this time During Client Interview you will receive additional information variance may apply When you have some time please register in our database (5 minute process) to be considered for future openings the link is available on our website at www.teamrecruiter.com in the Candidate section. We thank all applicants for their interest. Only those who meet the qualifications will be contacted through telephone email. You are encouraged to register with us in our database to be considered for future positions available. Have a great day. ......At Teamrecruiter.com we offer some of the most highly qualified professionals in the workforce. We dedicate an industry trained recruitment specialist to the following areas IT Finance Admin Sales Executive Search and Contractors. If you would like to learn more about our full-service recruiting firm please visit our website at www.teamrecruiter.com. CAMSC and ACSESS certified ..All Offers are conditional on Client Post-Offer Conditions being met and removed by end client prior to written offer signing