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Bilingual Help Desk Representative

Teamrecruiter.com Inc

This is a Contract position in Saint-Laurent, QC posted November 13, 2020.

“The start date of this job is flexible and in order to find the best candidate the job may remain open much longer than the date mentioned on this posting or you may be asked to start sooner than the expected start date if you are able to do so ” 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 Please mention the job title above in the subject line.

The recruiter in charge of this role is Parvathi.

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.

One of our printing and consulting clients is looking for a Bilingual Help Desk Representative Length: This is a 12 months contract with a possibility of extension Location: St Laurent, Quebec Hours: 7.5 hours between 7AM to 5 PM ESSENTIAL FUNCTIONS: The candidate will be part of the dynamic team of the integrated bilingual customer support center.

The Remote Customer Support Specialists (RSS) team directly receives customer support calls from our customers for service as well as support requests from the bilingual 1st Level Customer Service group, after a initial triage based on the complexity of the customer problem has been done.

The applicant will be responsible for adapting the appropriate technical approach according to the product concerned in order to solve the customer’s problem in the most efficient way and to help the TSRs with a pre-diagnosis which would identify the parts they would need during of their repair visit.

The latter will have to continue to acquire and develop his knowledge of office automation products, specific diagnostic techniques, as well as his client approach, so as to ensure and improve customer satisfaction.

They will also ensure to follow and complete the various training required on new products and technologies in order to be able to reach the desired level of service, as well as the objectives of percentage of resolution of problems remotely.

MAIN RESPONSIBILITIES:
– Be part of a dynamic team sharing various responsibilities in order to answer customer calls in an efficient and attentive manner.

– Propose fixes to customer issues based on the expertise of the supported products.

Meet or exceed problem-solving goals.

– Follow escalation procedures and master the various internal IT systems, Voyageur, Citrix, FWSS, Siebel, Post-It, Log Mein.

– Communicate effectively and courteously in French and English with customers and colleagues.

Knowledge of spoken and written English is a prerequisite for this position.

– Ensure the integrity of the information the company holds on the customer’s account and make corrections if necessary.

– Act in a professional manner at all times when communicating with clients.

– The working hours are from 7:00 a.m.

to 5:00 p.m.

with a little flexibility depending on the group schedule adopted.

QUALIFICATIONS:
– Experience as a technician on the office automation product route.

– The candidate should have a working knowledge of the products, as well as an effective customer approach to solve technical problems remotely.

– Able to use the databases and diagnostic tools available to help the customer apply the solution that will avoid a technician’s visit.

– Ability to work in an autonomous and structured manner in an office environment with access to various equipment.

– Demonstrated proficiency in the use of company Laptop and PWS applications.

– Ability to learn new software quickly.

– Very good knowledge of Color theory and being able to guide a client in solving a Color problem by following the prescribed procedure.

Required Skills:
– Perfectly bilingual candidates (French and English) 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 Please visit the TEAMRECRUITER website to review other CAREER OPPORTUNITIES