Bilingual Help Desk Specialist
6 days ago
We are currently looking for a Bilingual Help Desk Specialist to join our team
Job details :
- Title: Bilingual Help Desk Specialist
- Language: Must be Biligual in French and English (read, write and speak)
- Location: 100% Remote ( Candidate applying must live in Ontario or Quebec)
- Rate of pay: $23 to $24 per hour t
- Training Time: Monday to Friday, from 8:30 to 5:00
- Flexibility: May include weekends or night shifts; new schedules will be communicated 2 weeks in advance
Professional and Technical Skills Required :
- Must be able to read, write and speak fluently in French and English (Mandatory skill set)
- We are looking for candidates interested in long-term employment.2-3 years of relevant technical experience in IT or field service.
- Excellent customer service and collaboration skills over the phone.
- Excellent knowledge of office applications and tools (hardware, software, troubleshooting).
- Ability to update asset data as needed in the ticket system.
- Planning and prioritization skills. Must be able to pass a criminal background check.
Responsibilities:
- Respond to requests for assistance from information technology users under your responsibility.
- Assist users, collect feedback and provide relevant advice on best practices for the use of a wide range of products, offers and services.
- Play a key role in overall customer satisfaction.
- Diagnose problems, maintain relationships with users through regular follow-ups, and strive to solve problems without escalation.
- Consult or involve the appropriate IT teams to obtain essential responses to the resolution of incidents and escalate if necessary according to established procedures.
- Maintain and update tickets, including exchanges with users, to improve the documentation and knowledge base.
- Evaluate and monitor the efforts and deadlines of the tasks under your responsibility. Contribute effectively to the exchange of technical knowledge and continuous improvement within the team.
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Nous recherchons actuellement un Spécialiste du Support Technique Bilingue pour rejoindre notre équipe.
Détails du poste :
- Titre : Spécialiste du Support Technique Bilingue
- Langue: Doit être bilingue en français et en anglais (lire, écrire et parler)
- Lieu : 100% à distance (le candidat doit résider en Ontario ou au Québec)
- Taux de rémunération : 23 $ à 24 $ de l'heure
- Temps de formation : Du lundi au vendredi, de 8h30 à 17h00
- Flexibilité : Peut inclure des quarts de travail le week-end ou de nuit ; les nouveaux horaires seront communiqués 2 semaines à l'avance
Responsabilités :
- Répondre aux demandes d'assistance des utilisateurs de technologies de l'information sous votre responsabilité.
- Assister les utilisateurs, recueillir des retours et fournir des conseils pertinents sur les meilleures pratiques pour l'utilisation d'une large gamme de produits, d'offres et de services.
- Jouer un rôle clé dans la satisfaction globale des clients.
- Diagnostiquer les problèmes, maintenir des relations avec les utilisateurs grâce à des suivis réguliers et s'efforcer de résoudre les problèmes sans escalade.
- Consulter ou impliquer les équipes informatiques appropriées pour obtenir des réponses essentielles à la résolution des incidents et escalader si nécessaire conformément aux procédures établies.
- Maintenir et mettre à jour les tickets, y compris les échanges avec les utilisateurs, pour améliorer la documentation et la base de connaissances.
- Évaluer et surveiller les efforts et les délais des tâches sous votre responsabilité. Contribuer efficacement à l'échange de connaissances techniques et à l'amélioration continue au sein de l'équipe.
Compétences professionnelles et techniques requises :
- Nous recherchons des candidats intéressés par un emploi à long terme. 2-3 ans d'expérience technique pertinente en informatique ou service sur le terrain.
- Excellentes compétences en service à la clientèle et en collaboration par téléphone.
- Excellente connaissance des applications et outils bureautiques (matériel, logiciels, dépannage).
- Capacité à mettre à jour les données des actifs si nécessaire dans le système de tickets.
- Compétences en planification et en priorisation. Doit pouvoir passer une vérification des antécédents criminels.
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