Central Service Desk Agent

4 days ago

Remote, Canada Paladin Technologies Full time

The Central Service Desk serves as the first point of contact for customers requesting technical support for their Paladin technology such as alarms, cameras, access control, data, voice and more. The Agent is responsible for performing remote trouble shooting and remote programming, as well as directing requests to the appropriate department in cases where the next tier of support is required, to support the needs of the customer.

**This is a Remote (work from home) Evening Shift position (3:00PM - 11:30PM PST) and requires proficiency in both French & English (written & verbal)**

**Essential Job Functions**:

- Provide exceptional customer service
- Monitor online customer service requests and provide immediate and appropriate response
- Efficiently and promptly action service requests, service calls and customer requests
- Accurately enter service request details as a ticket and relay details to the appropriate service technician, department, or customer.
- Review ticket queue to identify ticket status, outstanding tickets or issues needing attention
- Monitor and keep track of work order status, ensuring SLA requirements are satisfied
- Provide Tier 1 remote trouble shooting for system issues
- Remote programming on various service platforms for trouble shooting and data updates
- Perform follow-up calls to ensure customer satisfaction
- Assist with and perform additional duties as required

**Required Skills & Qualifications**:

- High School diploma or equivalent required
- Proficient in French and English (written and verbal)
- Call center and/or customer service experience an asset
- Superior Customer Service capabilities
- Strong organizational and communications skills (written and verbal)
- Strong typing skills
- Self starter who can work independently
- Ability to prioritize departmental functions in order to meet due dates and deadlines
- Able to multitask and handle multiple priorities at a time

Le Centre de services sert de premier point de contact pour les clients nécessitant un soutien technique pour leurs solutions technologiques Paladin, comme les alarmes, les caméras, le contrôle d’accès, le câblage, les communications unifiées et plus encore. L’agent(e) est responsable d’effectuer le dépannage à distance et la programmation à distance, en plus de diriger les demandes de service vers les départements appropriés lorsqu’un plus grand soutien est nécessaire, afin de répondre aux besoins des clients.

**Il s'agit d'un poste à distance (travail à domicile) de l'équipe du soir (15h00 - 23h30 PST) et nécessite la maîtrise du français et de l'anglais (écrit et verbal)**

**Fonctions essentielles du poste**:

- Fournir un service à la clientèle exceptionnel
- Répondre aux appels et aux courriels des clients
- Surveiller les demandes de service en ligne des clients et fournir une réponse immédiate et appropriée
- Répondre efficacement et rapidement aux demandes de service, aux appels de service et aux demandes des clients
- Saisir avec précision les détails de la demande de service dans un ticket et transmettre les détails au technicien de service, au département du service ou au client approprié
- Examiner la file d'attente des tickets afin d’identifier le statut des tickets, les tickets en suspens ou les problèmes nécessitant une attention particulière
- Contrôler et suivre l'état des bons de travail, en veillant à ce que les exigences de l'accord sur les niveaux de service soient respectées
- Assurer le dépannage à distance de niveau 1 pour les problèmes de système
- Programmation à distance sur diverses plates-formes de service pour le dépannage et la mise à jour des données
- Effectuer des appels de suivi pour garantir la satisfaction du client
- Assister et effectuer des tâches supplémentaires selon les besoins

**Compétences et qualifications requises**:

- Diplôme d'études secondaires ou équivalent requis
- Maîtrise du français et de l'anglais (écrit et oral)
- Expérience en centre d'appels et/ou en service à la clientèle (un atout)
- Capacités supérieures en matière de service à la clientèle
- Solides compétences en matière d'organisation et de communication (écrit et verbal)
- Solides compétences en dactylographie
- Autonome et capable de travailler de façon indépendante
- Capacité à prioriser les fonctions du département afin de respecter les dates et les échéances
- Capacité à effectuer plusieurs tâches et à gérer plusieurs priorités à la fois

**Company Info**:
Paladin Technologies has emerged as the largest complex systems integrator in Canada. As a leader in the design, deployment, optimization, management, and maintenance of IP-based Integrated Security, Audio-Visual and Data Networking systems, Paladin can meet the needs of clients on a national scale, while providing local support.

We are a multi-national company with a local feel that operates across Canada, the western US, and Texas.

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