Bilingual Service Representative

3 weeks ago

London, Canada Prime Hires Full time

Position Title: Service Representative Bilingual

Est. Start Date: June 8th

Duration: 2 years

Pay Rate:

1st shift: $23.50

2nd Shift: $25.15

Overnight: $25

Rotational shift schedule: 365 days, changes every 2 weeks (Day shift or overnight shift)

Hours: 37.5 hours per week

Work Type: onsite

Location: London, ON


Job Description / Accountabilities:

The primary accountability of this position is to provide first level technical support. Key responsibilities include:

(1) Respond to a variety of inbound colleague calls/emails

(2) Ensure accurate and detailed problem documentation/ticketing

(3) Provide timely escalation and follow-up with support groups and colleagues

(4) Identify and escalate wide-impact or potential wide-impacting outages

(4) Identify trends and opportunities for improvement as well as provide ongoing feedback

(5) Build ongoing support proficiency for other skills and applications


Provides technology-based customer service support and conducts first level analysis to resolve end user incidents / issues working with technology groups, to resolve within established timeframes.


KEY ACCOUNTABILITIES

CUSTOMER:

Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions

Ensure change activities are performed on time, minimizing risk to the service/business environment

Monitor resources to ensure availability associated with business applications and technology

Identify, resolve, or escalate service delivery issues and/or complaints

Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery

Maintain proficient knowledge of technology components, applications, clients/customers and business services

Prioritize activities to ensure time invested is appropriate to the availability impact

Provide seamless integration of activities and processes, recognizing system interdependencies

Act as an information source to colleagues, business partners and clients/customers

Ensure prompt and timely updates to service issues, and follow through on outstanding problems


SHAREHOLDER: Deliver and maintain accurate reports and documentation

Follow established procedures and standards

Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)

Maintain a secure work environment and ensure adherence to notification and escalation processes

Communicate effectively within the team relative to service issues and scheduled changes

Recommend improvements and enhancements to internal departmental processes

Comply with well-defined enterprise technology delivery practices and standards and project management disciplines


MUST HAVE:

• Bilingual : Fluency in French and English (read, speak, write)

• Above average computing and navigational skills

• Exceptional customer service skills

• A team player who collaborates effectively with peers and other teams but can also work well independently

• Good knowledge of Microsoft O365 (Word, Excel, OneNote and PowerPoint)

• A technical support background or related education – troubleshooting exp

• Ability to type at least 30 words per minute

• General knowledge and understanding of PC hardware and components.

Education/Experience:

• Associate's degree in computer related field or equivalent training required


NICE TO HAVE:

• Experience with ticketing systems is an asset

• Technical degree and/or IT Certification preferred.

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