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Bilingual Managed Services Tier 1 Support Specialist

4 months ago

Montreal, Canada ZIRO Full time

Customer Experience | Quebec, CA (Hybrid) | Full-time, Permanent

*La version française suit


You made it here and we’re glad you did. Perhaps you are curious about how our potential matches up with yours. Or perhaps you are keen to do something amazing. Either way, it’s a match worth exploring.


At ZIRO, you have the opportunity to play a huge role in the growth of an entire industry by helping organizations find best fit solutions and make use of them. Companies need help making confident decisions without the complexity and risk. We need people like you to help make it happen.


We’re looking for a dedicated Bilingual Tier 1 Support Specialist to help us excel. As a Bilingual Tier 1 Support Specialist, you will be the first level of technical assistance that will assist and delight our clients.



This is us

We’re a team of unified communications (UC) all-stars who are relentlessly focused on making UC hassle-free. We do that by helping organizations select, set up, and manage their phone, contact centre and meeting technology any way they want with confidence.


We are a high-growth company with:

  • An experienced leadership team with over a decade of UC know-how
  • Builders and problem-solvers who are passionate about what we do
  • The drive to continuously improve by taking risks, owning it, and getting things done


This is you

You are independent, reliable, quick to learn new technologies and work well on a team. You have high standards, attention to detail and excellent written and verbal communication skills. You embody ZIRO’s core values of accountability, courage, passion, innovation, selflessness and use good judgement.



What you will do

  • Create tickets with appropriate level of priority & dispatch tickets.
  • Answer incoming phone calls & respond to email requests.
  • Ticket Incident resolution as per escalation matrix.
  • Ensure all client documentation is up to date.
  • Creating incident knowledge base articles.
  • Participate in the on-call rotation (When Technically ready).
  • Update customer monthly and Quarterly reports.
  • Manage 3rd Party Vendor requests & escalations.
  • Hardware provisioning (Router).
  • Review advisories, and assess impact in client environments.
  • Build strong customer relationships.
  • Learn and develop skills in Microsoft, Unified Communications, and ZIRO’s products.


What you need to do it

  • Experience. You have worked in a customer service/support role in the past. You have a basic understanding of Unified Communications and troubleshooting.
  • Independence. You can learn new concepts quickly and teach yourself new skills.
  • Communication. You enjoy working on a team and are a strong verbal and written communicator in both French, and English. Bilingualism (FR/EN) is required.
  • Organization. You manage your time wisely and plan ahead to accomplish your tasks on time.
  • Humility. You are open to feedback and coaching from management and team members.
  • Reliability. You follow through on your commitments to your team and to yourself.

Interviews will be conducted virtually, via Microsoft Teams.



Expérience Client | Québec, CA (Hybrid) | Temps-Plein, Permanent

Vous êtes arrivé jusqu'ici et nous en sommes heureux. Vous êtes peut-être curieux de savoir si notre potentiel correspond au vôtre. Ou peut-être avez-vous envie de faire quelque chose d'extraordinaire. Quoi qu'il en soit, c'est une rencontre qui vaut la peine d'être explorée.


Chez ZIRO, vous avez la possibilité de jouer un rôle important dans la croissance d'un secteur entier en aidant les organisations à trouver les solutions les mieux adaptées et à les utiliser. Les entreprises ont besoin d'aide pour prendre des décisions en toute confiance, sans complexité ni risque. Nous avons besoin de personnes comme vous pour y parvenir.


Nous sommes à la recherche d'un Spécialiste de l'Assistance Bilingue de Niveau 1 pour nous aider à exceller. En tant que Spécialiste du Support Bilingue de Niveau 1, vous serez le premier niveau d'assistance technique qui aidera et ravira nos clients.



C'est nous

Nous sommes une équipe d'experts en communications unifiées (UC) qui s'efforcent sans relâche de rendre les UC faciles à utiliser. Pour ce faire, nous aidons les entreprises à sélectionner, configurer et gérer leur téléphone, leur centre de contact et leur technologie de réunion comme elles l'entendent et en toute confiance.


Nous sommes une entreprise à forte croissance :

  • Une équipe de direction expérimentée avec plus d'une décennie de savoir-faire en matière d'UC
  • Des bâtisseurs et des résolveurs de problèmes passionnés par ce que nous faisons
  • La volonté de s'améliorer en permanence en prenant des risques, en s'appropriant la situation et en faisant avancer les choses


C'est vous

Vous êtes indépendant(e), fiable, prompt(e) à apprendre de nouvelles technologies et à travailler en équipe. Vous avez des exigences élevées, le souci du détail et d'excellentes aptitudes à la communication écrite et orale. Vous incarnez les valeurs fondamentales de ZIRO que sont la responsabilité, le courage, la passion, l'innovation et l'altruisme, et vous faites preuve de discernement.



Ce que vous ferez

  • Créer des tickets avec le niveau de priorité approprié et répartir les tickets.
  • Répondre aux appels téléphoniques entrants et aux demandes par courrier électronique.
  • Résolution des incidents sur les tickets selon la matrice d'escalade.
  • S'assurer que toute la documentation client est à jour.
  • Créer des articles de base de connaissances sur les incidents.
  • Participer à la rotation des astreintes (lorsque vous êtes techniquement prêt).
  • Mettre à jour les rapports mensuels et trimestriels des clients.
  • Gérer les demandes et les escalades des fournisseurs tiers.
  • Approvisionnement en matériel (routeur).
  • Examiner les avis et évaluer l'impact sur les environnements des clients.
  • Construire des relations solides avec les clients.
  • Apprendre et développer des compétences dans les produits Microsoft, Unified Communications et ZIRO.


Ce qu'il faut faire

  • Expérience. Vous avez déjà travaillé dans un rôle de service/support à la clientèle. Vous avez une connaissance de base des communications unifiées et du dépannage.
  • Autonomie. Vous pouvez apprendre rapidement de nouveaux concepts et acquérir de nouvelles compétences par vous-même.
  • Communication. Vous aimez travailler en équipe et êtes un excellent communicateur verbal et écrit en français et en anglais. Le bilinguisme (FR/AN) est requis.
  • Organisation. Vous gérez votre temps judicieusement et planifiez à l'avance pour accomplir vos tâches dans les délais impartis.
  • Humilité. Vous êtes ouvert aux commentaires et au coaching de la direction et des membres de l'équipe.
  • Fiabilité. Vous respectez vos engagements envers votre équipe et envers vous-même.


Les entretiens se dérouleront virtuellement, via Microsoft Teams.