Bilingual Technical Client Support Specialist

4 months ago

Etobicoke, Canada Nuvollo Full time

Nuvollo

Nuvollo is a fast growing cloud company focusing on managing and operating business critical systems such as Enterprise Resource Planning (ERP) requiring a high availability, secure, predictable environments. The Nuvollo environment fosters learning new technologies and provides opportunities for growth across systems, cloud, cyber-security, networking. We are looking for motivated individuals with strong customer focus to join our team and make a difference every day.

**Position summary**
- **Fluent in French and English (verbal and written)**
- Provide support to end-users, escalate more complex issues when appropriate  
- Follow standard helpdesk procedure, including using our ticketing system
- Route unresolved issues to appropriate team members for further investigation and resolution  
- Respond to assigned help desk tickets, support and troubleshoot technical requests 
- Day to day project support on multiple initiatives
- Install and maintain computer equipment and peripheral hardware and software.
- Prepare and install all equipment and software for new and existing users
- Meet SLAs like response and resolution times by partnering within L2, and Expert teams
- Extensively research and document customer technical issues
- Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
- Partner with Technical Support team members on various strategic projects when needed
- Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
- Run monitoring reports for usage, performance, and/or availability.
- Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

**Requirements**:

- Practical knowledge of workstation management and troubleshooting
- Experience with Windows operating systems including installation, recovery, and update
- O365 Migration hands-on experience
- Excellent communication skills
- Above all, PERSONALITY and CUSTOMER SERVICE are key. This person needs to have the ability to fit in on our team, change pace rapidly, and respond to changing priorities.
- Logical thinker
- Good analytical and problem-solving skills
- Excellent interpersonal skills with the ability to work as a team member
- Ability to interact with users in a clear and courteous manner
- Ability to prioritize tasks at hand

**Training and Experience**
- 5+ years’ experience in help desk, IT support, or its equivalent.
- 5+ years of general IT experience
- Good experience in Customer Service
- Diploma/Degree in Information Technology or related field.
- ConnectWise Manage/Automate experience is a plus

Nuvollo est une société cloud à croissance rapide qui se concentre sur la gestion et l'exploitation de systèmes critiques pour l'entreprise tels que la planification des ressources d'entreprise (ERP) nécessitant une haute disponibilité, des environnements sécurisés et prévisibles. L'environnement Nuvollo favorise l'apprentissage de nouvelles technologies et offre des opportunités de croissance dans les systèmes, le cloud, la cybersécurité et la mise en réseau. Nous recherchons des personnes motivées avec une forte orientation client pour se joindre à notre équipe et faire une différence chaque jour.
- Maîtrise du français et de l'anglais (oral et écrit)
- Fournir une assistance aux utilisateurs, faire remonter les problèmes plus complexes si nécessaire
- Suivez la procédure d'assistance standard, y compris l'utilisation de notre système de tickets
- Acheminer les problèmes non résolus vers les membres de l'équipe appropriée pour investigation plus approfondie et résolution
- Répondre aux tickets attribués, investiguer et résoudre les demandes et incidents techniques
- Support de projet quotidien sur plusieurs initiatives
- Installer et entretenir le matériel informatique ainsi que les logiciels sur les différents PC
- Préparer et installer tous les équipements et logiciels pour les utilisateurs nouveaux et existants
- Respectez les SLA tels que les temps de réponse et de résolution en vous associant les équipes L2 et autres équipes de support
- Rechercher et documenter de manière approfondie les problèmes techniques des clients
- Collaborer avec les membres de l'équipe de support technique pour gérer correctement les demandes des clients et les escalader le cas échéant.
- Collaborer avec les membres de l'équipe de support technique sur divers projets stratégiques en cas de besoin
- S’approprier les problèmes techniques des clients, du rapport initial à la résolution, en communiquant régulièrement avec les clients concernant l'état des problèmes.
- Documenter les solutions pour la base de connaissances et apporter de nouvelles idées pour l'innovation et l'excellence de l'automatisation dans l'équipe de support.

Exigences
- Connaissance pratique de la gest

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