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| » Job Details | Go Back |
| Job Title: Bilingual Technical Help Desk Agent |
| Description |
| Job Summary:
The incumbent will provide customers with technical assistance in French on the consumers product line in all network and software environments.
The successful candidate will have the ability to resolve difficult technical problems over the phone; will have strong work ethics and provide excellent customer relation skills. The qualified candidate will work independently and will source available databases and resources to resolve problems in a timely fashion. This is a full time position.
The selected candidate will work closely with customers, Customer Care, Sales Teams, and Service Operations’ Teams.
Major Responsibilities:
•Provide elevated high quality technical support by phone and e-mail in French
•Research technical solutions using all available technical resources
•Maintain friendly communication with customers and co-workers in all circumstances
•Actively listen to customers in order to capture important technical information and adapt to their level of knowledge and expertise
•Respond to inquiries and resolve hardware and software issues
•Assist Customer Care Centre Manager with analysis of product issues
•Help local sales team with technical questions and customer satisfaction issues
•Prepare monthly activity call log reports to be presented to the Customer Care Centre Manager
•Ad-hoc projects as required
•Ensure that product knowledge is current at all times
Requirements
•We are looking for mature individuals with a professional approach who are energetic and hard-working, coupled with strong problem-resolution and decision-making skills
•Must have a minimum of 5 years of experience in a technical environment
•Proven record of providing outstanding customer service
•Previous phone technical support and customer service experience an asset
•Experience with inkjet printer repairs, an asset
•Excellent communication and interpersonal skills in both French and English
•Professional customer service skills
•Strong technical writing skills in French and English
•Ability to analyze complex issues
•Strong organizational skills with a proven ability to prioritize tasks and manage time efficiently
•Exceptional troubleshooting skills
•Ability to learn quickly in a highly technical fast paced environment
•Strong PC proficiency required, knowledge of Macintosh environment, an asset
•Microsoft certifications, an asset / Computer networking skills, an asset / A+ Certification, an asset
•Willingness to go above and beyond, Positive attitude, Team player
•Responsible, autonomous and highly motivated
•Ability to lift approx. 20 lbs
Education:
Minimum post secondary education required or equivalent, preferably degree in Electronics
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| Details |
| Job Ref: |
Bilingual (French) |
| Hours: |
Full Time |
| Location: |
Richmond Hill, Ontario, Canada |
| Working Term: |
Permanent |
| Salary: |
To be negotiated |
| Application Deadline: |
June 30th |
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