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Service Desk Representative Ii

4 months ago

Montréal, Canada Moneris Solutions Full time

**L'opportunité - Votre carrière à Moneris**

Le représentant du centre de services est le premier point de contact des clients de Moneris cherchant à résoudre un problème. Il doit analyser les problèmes et les régler rapidement tout en offrant un service à la clientèle exceptionnel.

**Emplacement**:Vous travaillerez à partir de notre bureau de Montréal dans un mode de travail hybride

**Lien hiérarchique**:Vous relèverez de la Chef d'équipe, Service Desk

Vos responsabilités - Votre carrière à Moneris
- Recevoir et confirmer les appels de service des techniciens sur site, les mettre à jour et les fermer. Documenter les renseignements au sujet des réparations effectuées dans la base de données du système.
- Répondre aux appels de clients au sujet des réparations d'équipement électronique (autre que les PDV) et répartir les demandes entre les techniciens sur site.
- Surveiller les billets et les appels, en faire le suivi et les mettre à jour, répondre aux appels de suivi pour le soutien et acheminer les appels au niveau approprié

Votre profil - Votre carrière à Moneris
- 1+ ans d'expérience dans le domaine du service à la clientèle, de préférence dans un centre d'appels.
- Compréhension de base des fonctionnalités, des logiciels et du matériel informatique (routeurs/modems/etc.).
- Maîtrise de l'anglais et du français (lu, écrit et parlé).
- La maîtrise du français (lecture, écriture et expression orale).
- Capacité à travailler selon différents horaires, y compris les soirs, les week-ends et les jours fériés.

Vos avantages - Votre carrière à Moneris
- Programme complet de rémunération globale comprenant des primes et des régimes d'avantages sociaux flexibles dès le premier jour
- REER avec contribution de l'employeur et régime de retraite à cotisations déterminées
- Programmes et ressources d'apprentissage et de perfectionnement, y compris un accès gratuit illimité à LinkedIn Learning, Coursera, et programme d'aide à la formation
- Approche globale de votre bien-être, avec un programme d'aide aux employé(e)s pour vous et votre famille, événements mensuels de bien-être et culture de soutien au travail

**Your Moneris Career - The Opportunity**

The Service Desk Representative is the first contact for Moneris customers who require service responding to and analysing problems, and ensuring prompt resolution while delivering the best customer service.

**Location**:You will work from our Montreal office in a Hybrid work model.

**Reporting Relationship**: You will report to the Team Lead, Service Desk

Your Moneris Career - What you'll do
- Confirm, updating and closing Field Service Technician service calls, and inputting information about completed repairs into the system database.
- Respond to clients' calls concerning the repairs of electronic equipment (other than POS), and dispatching the calls to Field Service Technicians
- Communicate with technicians while onsite, referencing GPS systems for their locations, updating call status and document technician interventions / repairs
- Monitor and update all tickets and calls, respond to follow up support calls and route calls to appropriate level

Your Moneris Career - What you bring
- 1+ years of customer service experience preferably in a contact centre environment
- Experience with computer functionality, software and hardware [routers/modems/etc.]
- Fluent in English and French (reading, writing, and verbal)
- Work remotely and on different shifts including evenings, weekends and holidays.

Your Moneris Career - What you get
- Comprehensive Total Rewards Program including bonuses and flexible benefits plans starting from Day 1
- RRSP matching & defined contribution pension plan
- Learning & development programs and resources including unlimited free access to LinkedIn Learning, Coursera and an Educational Assistance Program
- Holistic approach to your well-being, with an Employee Assistance Program for you and your family, monthly wellness events and a supportive workplace culture