Customer Solutions Rep Iv

3 months ago

Ottawa, Canada DXC Technology Full time

**_ Responsibilities: _**
- Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.
- Monitor the service event through completion for compliance.
- Manage the service requests of customers through different access channels.
- Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.
- Participates/leads in projects for process or quality improvements.
- Works with escalated customers and recommends actions in post incident reviews.
- Manages multiple tasks or cases simultaneously with mínimal supervision May act as a mentor or trainer in the team.

**_ Education and Experience Required: _**
High school education or equivalent. Typically requires 3- 5 years general experience, or equivalent combination of experience and college level education. Must be fluent in both English and French. Government security clearance is required.

**_ Knowledge and Skills: _**
- Superior communication skills both written and verbal
- Experience in customer facing role either remote or face to face
- Understands internal processes and tools
- Computer proficiency
- Problem solving skills
- Accuracy in data entry
- Excellent fluency in language to be supported.
- Experience in a phone based remote role
- Familiarity with computer technology
- Time management skills
- Oversee compliance with operating procedures and standards
- Experience in call routing and processes as well as case logging systems and obligation systems
- Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
- Ability to mentor and train new agents

**Sommaire**:
**Fournir du support technique niveau 1 aux utilisateurs pour tous les problèmes informatiques aux comptes supportés. Entrer les billets dans l’outil de suivit des appels ; garantir que les informations sont exactes, Hiérarchisées et affectées à une fille d’attente.**:
**Doit être bilingue - Anglais et Français (Écrit, lire et parler)**:
**Répondre aux appels téléphoniques du bureau d’assistance et autres méthodes de communications (Courriel, SST, Web, Chat, etc.) pour plusieurs comptes et répondre aux demandes des clients pour s’assurer que les besoins des clients son satisfait.**:
**Aider les clients à résoudre tous les problèmes techniques en fournissant des conseils de dépannage concernant les logiciels et matériels. Résoudre ou envoyé les problèmes plus complexes selon un processus aux équipes niveau 2.**:
**Assurer un suivi avec les clients pour s’assurer que les demandes des clients sont résolues dans les délais contractuels.**:
**Enregistrer et suivre les demandes de renseignements à l'aide d'une base de données et tient à jour l'historique et la documentation des problèmes.**:
**Identifier, évaluer et organiser les problèmes et les plaintes des clients pour s'assurer que les demandes sont résolues de manière appropriée.**:
**Autres tâches selon les besoins/demandes**:
**Qualifications requises**:
**Diplôme d’école secondaire ou G.E.D**:
**Une ou plus années d’entrainement en support informatique préférable.**:
**Une ou plus années d’expérience de support technique ou de service à la clientèle.**:
**Expérience de travail avec des produits d’entreprise et Système opérateur.**:
**Expérience à résoudre des problèmes d’ordinateurs.**:
**Expérience de travail avec la politique d'escalade d’une entreprise.**:
**Autres Qualifications**:
**Compétences interpersonnelles pour interagir avec les clients et les membres de l'équipe**:
**Fortes compétences en communication**:
**Compétences organisationnelles pour équilibrer et prioriser le travail**:
**Compétences analytiques et de résolution de problèmes**:
**Compétences en leadership pour encadrer et guider le personnel moins expérimenté**:
**Capacité à travailler individuellement ainsi que dans un environnement d'équipe, un environnement de travail, un environnement de bureau, etc.**:
**Nécessitera un travail de poste sur 24 heures, y compris la nuit et les week-ends**:
Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.

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