Technical Support Agent

1 week ago

Dorval, Quebec, Canada Alarme Sentinelle Sentinel Alarm Full time

Job description


Established in 1978, Alarme Sentinelle is a privately held full-service security company with a ULC listed and Five Diamond monitoring station providing customized solutions to customer in the greater Montreal region.

With over 100 years of combined experience amongst our bilingual staff we are able to maintain high value service to our customers.


We are looking for a new detail-oriented and goal focused member to join our team to take the reigns as Technical Service Agent.

You will be reporting directly to the Installation Manager and will work closely with all departments to ensure proper workflow.


  • The following list is not exhaustive, other duties may be assigned by management_

Responsibilities

  • Provide support to clients regarding security, camera, access, and fire systems
  • Answer incoming calls and provide technical support to clients in a professional, timely and polite manner
  • Analyze and find solutions to client problems and follow the process to resolution
  • Keep accurate and detailed records of customer service interactions, discussions, information, and unresolved issues
  • Schedule service calls and coordinate service technicians
  • Create a calming rapport with the caller, attempt resolution, or escalate if required
  • Enter a request for service and liaise with the client
  • Ensure compliance with health, security, quality, and recycling policies
  • Perform any other tasks that may be assigned to you from time to time

Requirements:

  • Customer service experience an asset
  • Oral and written fluency in French and English
  • Ability to work under pressure and meet time sensitive deadlines
  • Ability to work in a team
  • Strong communication skills
  • Knowledge of customer service software, database, tools an asset
  • Knowledge of computer hardware functionality, networking, wireless technology an asset
  • Must handle all information with confidentiality and discretion

Salary:
$15.00-$25.00 per hour

Benefits:

  • Dental care
  • Extended health care
  • Life insurance
  • Onsite parking
  • Paid time off
  • Store discount
  • Vision care
  • VRSP

Schedule:

  • Day shift
  • Monday to Friday
  • On call

Ability to commute/relocate:

  • Dorval, QC: reliably commute or plan to relocate before starting work (required)

Work Location:
In person

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