Customer Experience Representative/Operations Representative

3 weeks ago

London ON, 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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