Detailed Information on This Technical Support Job Position in Mississauga
Bilingual Tech Support/ Help Desk (Mississauga/Brampton)
CLick here for more details and to apply to this jobBilingual Tech Support/ Help Desk
Our client, one of the top global high-tech software and business solutions providers, is seeking a technical support representative to work with their help desk team. This is a very serious brand to have on your resume and is a great opportunity for a qualified junior IT professional, to gain exposure to a Fortune 50 company. Applicants MUST be fluent in French and English -- written and oral.
This is a contract role that will last 10 months to start with the firm intention to extend to 3 years in length.
Purpose:
To provide our callers with the highest quality support in the industry via telephone and electronic media. As a Support Professional, they will be required to collaborate with their peers to resolve customer issues and problems. The support Technician will also need to display initiative to help with overall team success and effectiveness. Additionally, Support Professionals are expected to submit articles/solution objects to the Knowledge Base and possibly make technical presentations within the department.
SUPPORT PROFESSIONAL Responsibilities and Capabilities:
Deliver technical support via telephone and electronic media that generates high levels of customer satisfaction (During idle phone time, the SP will work on web cases or will perform research for on-going cases)
Demonstrate customer focus and contribute to the organization's Customer Satisfaction goal of 80% Vsat and less than 5% Vdissat
Collaborate and consult with team on technical issues for a timely resolution
Meet established service delivery guidelines such as Customer Satisfaction, Phone Based Activities, Days to Solution, Schedule adherence, Case Documentation and Case Wellness
Follow team processes for service delivery
Commit to continuous learning in an effort to keep current with industry changes (ie. Obtain MCDST certification)
Deliver training for new product launches, or new hire training based on area of expertise (ie. Windows XP, Word, Excel, Games, etc)
Become a Champ (expert and information disseminator) for at least one supported technology
Recommend and develop process improvements; show initiative in contributing to the overall improvement and effectiveness of the DFT
Review and write technical and or procedural articles/solution objects for Knowledge Base
Confidently make moderately complex technical presentations to internal or external audiences
Contacts:
External: Customers.
Internal: Main contacts -- Support Professionals (Full Time Employee's and Vendors), Team Managers, Customer Advocate, Service Representatives, Technical Routers , Process and Training Coordinator, other GTSC/CPBA Support Professionals and Individual contributors
Qualifications:
Broad exposure to technology in general, depth of knowledge in the Operating Systems (including IE/Security/PC Safety) and troubleshooting knowledge of the Applications (Outlook, Word, Excel, PowerPoint, etc)
Good communication, problem-solving and interpersonal skills
Minimum of 1 year work experience in IT field
Bilingualism required (English and French, oral and written)
Ability to work independently and in teams in high pressure situations (ie. new product launches)
Ability to work rotating shifts, including evenings and weekends
Nice to Have:
Completion of University/College degree/diploma
MCDST certification
Desired Competencies:
Customer Focus
Listening, Understanding and Responding
Teamwork
Commitment to Continuous Learning
Analytical Thinking
Conceptual Thinking
Composure
Self-Confidence
Location: Mississauga/Brampton Compensation: Hourly Contract This is a contract job.
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