Technical Support

3 months ago

SaintLaurent, Canada Cluster Pos Full time

**TECHNICAL SUPPORT**

Cluster is a full-service solutions provider that remains committed to offering a fully integrated platform of software, hardware, and support services. We depend on our qualified team to build our product and service our 1,100+ clients worldwide.

**ACADEMIC TRAINING**:

- Associate degree or above with two years of applicable technical work experience, or high school graduate with a minimum of four years of applicable technical work experience.
- A+ Certification is an asset.

**WORK EXPERIENCE**:

- A minimum of two years of help desk or call center experience is highly preferred.
- One to three years of experience providing customer technical support.

**SPECIFIC COMPETENCIES**:

- Strong working knowledge of Windows XP/Vista/7/8/10/11 and Apple iOS.
- Intermediate networking knowledge.
- Strong analytical and problem-solving skills.
- Detail-oriented with the ability to analyze and resolve customer issues.
- Proficient with or the ability to quickly learn an array of computer hardware and software.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Professional and pleasant telephone manner.
- Bilingualism in English and French is required; Spanish is an asset.
- Ability to explain technical issues to technical and non-technical employees and customers.
- Self-motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
- Prior telephone service/technical troubleshooting experience and basic billing knowledge are assets.

**ROLES & RESPONSIBILITIES**:

- Properly document and track customer issues and resolutions in the customer profile.
- Contribute to the evolution of our software and support processes.
- Provide first-level technical support for all Cluster POS products and services and answer other types of inbound customer inquiries for all systems.
- Offer customized solutions and options while responding to questions or problems that are raised by the customer.
- Troubleshoot and resolve technical issues using established diagnostic tools and procedures. Escalate customer issues as required.
- Analyze customer requests for urgent service calls and take appropriate action.
- Assist with other departmental requests as required and perform special projects as assigned.

**REQUIREMENTS**:

- Must be fluent in French and English or Spanish and English (written and spoken).
- DEC or AEC in network management, computer science, or equivalent.
- Ability to work well under pressure.
- Ability to learn in a dynamic, fast-paced environment.

**To comply with Bill 96, Cluster Pos has taken reasonable measures to avoid requiring knowledge of a language other than French to be hired or to be retained in this position.**

Cluster est un fournisseur de solutions complètes qui demeure déterminé à offrir une plateforme entièrement intégrée de logiciels, de matériel et de services de soutien. Nous dépendons de notre équipe qualifiée pour construire nos produits et services à plus de 1100 clients dans le monde.

**FORMATION ACADÉMIQUE**:

- Diplôme d’associé ou de niveau supérieur avec au moins deux ans d’expérience professionnelle technique pertinente, ou diplôme d’études secondaires avec au moins quatre ans d’expérience professionnelle technique pertinente.
- La certification A+ est un atout.

**EXPÉRIENCE DE TRAVAIL**:

- Au moins deux ans d’expérience dans un centre d’assistance ou un centre d’appels est hautement souhaitable.
- De un à trois ans d’expérience dans le domaine du support technique client.

**COMPÉTENCES PARTICULIÈRES**:

- Solide connaissance de Windows XP/Vista/7/8/10/11 et d’Apple iOS.
- Connaissance intermédiaire du réseautage.
- Solides compétences d’analyse et de résolution de problèmes.
- Souci du détail et capacité à analyser et résoudre les problèmes des clients.
- Maîtrise ou capacité à apprendre rapidement un ensemble de matériel informatique et de logiciels.
- Excellentes compétences de communication tant à l’oral qu’à l’écrit.
- Excellentes qualités relationnelles et de service à la clientèle.
- Un téléphone professionnel et agréable.
- Le bilinguisme en anglais et en français est requis; l’espagnol est un atout.
- Capacité à expliquer les problèmes techniques aux employés techniques et non techniques et aux clients.
- Motivation, capacité à prendre des initiatives et à résoudre les problèmes de façon autonome. Contrôle sa propre qualité de travail.
- Expérience préalable du dépannage téléphonique/technique et connaissances de base en facturation, un atout.
- Il faut faire preuve de souplesse en ce qui a trait aux heures de travail, car le titulaire pourrait devoir effectuer des quarts de travail rotatifs, y compris les jours, les soirs, les fins de semaine et les jours fériés. Les heures de travail peuvent changer à mesure que les besoins opérationnels é

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