Bilingual Service Center Representative

1 month ago

Ottawa, Canada DXC Technology Full time

**Our DXC Modern Workplace services enables customers' employees** to easily find, understand and engage with IT and their colleagues anytime, anywhere and on any device. We empower a personalized experience that enables employees to work seamlessly and securely.

**-Must be bilingual: English & French (written, read & spoken)-**

**What you will do**:

- Assist customers in resolving all technical problems by providing troubleshooting guidance regarding software and hardware problems.
- Resolve and/or refer more complex technical problems through a defined escalation process.
- Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
- Log and track inquiries using a problem management database and maintains history records and related problem documentation.
- Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are resolved appropriately.

**Who you are / Basic Qualifications**
- High school diploma or G.E.D.
- One or more years of technical training in computer support preferred
- One or more years of technical or customer support experience
- Experience working with company products and operating systems
- Experience with solving computer-related problems
- Experience working with company escalation policy
- **_ Will require 24hr shift work including weekends (rotating shifts)_**

**Other Qualifications**
- Interpersonal skills to interact with customers and team members
- Strong communications skills
- Organization skills to balance and prioritize work
- Analytical and problem solving skills
- Leadership skills to mentor and provide guidance to less experienced personnel
- Ability to work individually as well as in a Team Environment, Work Environment, Office environment.

**Work environment**:

- ** On site, DXC office environment.**:

- **_ Will require 24hr shift work including weekends (rotating shifts): _**_Every month rotation: 1 month morning, 1 month afternoons, 1 nights, 1 month weekends._ _

**_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

**Joining DXC** connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team — globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity and inclusion and are dedicated to strong ethics and corporate citizenship.

Note: This option is reserved for applicants needing a reasonable accommodation rel

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