Bilingual Technical Support Associate

3 months ago


Canada Tech Mahindra Full time
*Tier 1 Profile*

Level 1 Technical Support Agent is required to have good communication and organization skills, basic technical knowledge, and the ability to follow standard procedures for resolving common technical issues.

*Qualifications*
* Basic technical background
* Strong analytical and problem-solving skills
* Excellent written communication, verbal and listening skills
* Strong customer relation skills
* Ability to handle multiple priorities/tasks
* *Fluent in English & French*

*Responsibilities*
* Serve as the first point of contact for customers seeking technical assistance.
* Provide step-by-step instructions to help users troubleshoot and resolve common problems such as connectivity and VoIP registration issues along with configuration & equipment setup.
* Educate customers on product functionalities and troubleshooting steps to empower them to resolve common issues independently.
* Handle customer complaints and concerns with empathy and professionalism, ensuring timely resolution and customer satisfaction.
* Create, update, and manage support tickets, ensuring accurate documentation of customer issues and resolutions in the CRM (Cranium) system for future reference and analysis.
* Escalate complex technical issues to higher-level support or relevant departments for further investigation and resolution, while ensuring timely follow-up with the customer.
* Collaborate with other teams, including Network Operations, Customer Service, Dev support and etc. to address customer issues comprehensively and ensure a seamless customer experience.
* Use knowledge base, tools and other resources to assist in problem resolution.

Job Type: Full-time

Pay: $21.00 per hour

Benefits:
* Extended health care
* Paid time off

Work Location: Remote

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