Bilingual Help Desk Technician

6 months ago

Moncton, Canada Asurion Full time

**$3000.00 Sign On Bonus** **Work From Home**

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- Help customers on incoming calls with their protection plans on a variety of consumer electronics or products including but not limited to computer products, TVs, Major Appliances, and cell phones
- In particular, the Computer Help Desk Technician will be responsible for over phone technical assistance on a variety of consumer electronics with an emphasis on computer products.
- Troubleshoot problems and malfunctions related to operating systems, software and hardware, including failures to identify these issues.
- Formulate and communicate resolutions for computer issues.
- Identify customer’s behavior that puts their system at risk. Make suitable recommendations to prevent vulnerabilities and repeat customer contact
- Arrange appropriate service for hardware failure through approved service outlets
- Assist in escalated matters from customers and service providers
- Make recommendations for improvements to Help Desk operation

**QUALIFICATIONS**:

- Bilingual Required (Ability to communicate proficiently in both in English & French)
- MUST Reside in New Brunswick Canada.
- Minimum 1 year of customer service experience and/or call center experience
- Excellent customer service skills and strong communication skills
- A working knowledge of PC hardware/software troubleshooting
- Ability to analyze and solve problems pertaining to hardware and software on home and small office computer systems
- Ability to handle multiple responsibilities concurrently in a fast paced environment
- Must have a working knowledge of Windows 10
- Positivism, dynamism, team spirit

**PERKS**:

- You will be an employee not an independent contractor
- Keep the same shift for 6 months
- Two weeks of vacation, three sick days and three personal days yearly
- Two consecutive days off weekly
- Full benefits after 30 days

**EARNING POTENTIAL**:

- Base hourly Rate (Bilingual): $21.80
- Hourly incentive for hours worked after 5pm and weekend shifts: $0.50
- Monthly Bonus plan: Up to $600/month

**Représentant du service d’assistance informatique**

**FONCTIONS**

À titre de technicien de service d’assistance informatique, vos principales tâches consistent à traiter les appels téléphoniques et les demandes par courriel de la part de clients qui ont besoin d’aide pour résoudre des problèmes liés aux ordinateurs ou aux périphériques.

**TÂCHES ET RESPONSABILITÉS FONDAMENTALES**
- Aider les clients lors d’appels entrants avec leurs plans de protection pour une variété d’appareils électroniques ou de produits de consommation, y compris, mais sans s’y limiter, les produits informatiques, les téléviseurs, les gros appareils électroménagers et les téléphones portables.
- En particulier, le technicien du service d’assistance informatique sera responsable de l’assistance technique par téléphone concernant une variété d’appareils électroniques grand public, en particulier les produits informatiques.
- Résoudre les problèmes et les pannes liés aux systèmes d’exploitation, aux logiciels et au matériel, puis déterminer pourquoi ces problèmes n’ont pas été identifiés.
- Formuler et communiquer des solutions aux problèmes informatiques.
- Détecter le comportement du client qui met son système à risque. Faire des recommandations utiles afin d’éviter les vulnérabilités et la répétition des appels du client.
- Prévoir les réparations pertinentes, par l’entremise de centres de service autorisés, en cas de défaillance de matériel.
- Aider à résoudre les problèmes prioritaires des clients et fournisseurs de services.
- Formuler des recommandations d’améliorations aux opérations du service d’assistance.

**COMPÉTENCES**
- Bilingue requis (Doit avoir la capacité de communiquer efficacement en anglais et en français)
- Au moins un an d’expérience dans le service à la clientèle ou dans un centre d’appels
- Excellentes compétences en service à la clientèle et très bonnes compétences en communication
- Connaissance pratique du dépannage de matériel informatique/logiciels
- Capacité d’analyser et de résoudre les problèmes liés au matériel et aux logiciels sur des systèmes informatiques de bureau personnel ou domestique
- Capacité d’assumer plusieurs responsabilités simultanément dans un environnement dynamique
- Connaissance pratique de Windows 10
- Positivisme, dynamisme, esprit d’équipe
- l’expérience en matière de vente et de fidélisation est un plus

**AVANTAGES**:

- Même quart de travail pendant six mois
- Deux semaines de vacances, trois jours de congé de maladie et trois jours de congé personnel par année
- Deux jours de congé consécutifs par semaine
- Avantages sociaux complets après 30 jours
- Stationnement gratuit

**POTENTIEL DE** **RÉMUNÉRATION**:

- Taux horaire de base (bilingue) : 21,80 $
- Prime horaire pour les heures trav

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