Technical Support Analyst

3 weeks ago

SaintLaurent, Canada Cluster Pos Full time

**Technical Support Analyst**

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**:

- 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 (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.
- French Version_

**ANALYSTE EN SOUTIEN TECHNIQUE**

Cluster est un fournisseur de solutions complètes qui s'engage à offrir une plateforme entièrement intégrée de logiciels, de matériel et de services d'assistance. Nous comptons sur notre équipe qualifiée pour développer notre produit et servir nos plus de 1 100 clients dans le monde entier.

**FORMATION**:

- Diplôme d'études supérieures ou plus avec deux ans d'expérience professionnelle technique applicable, ou diplôme d'études secondaires avec un minimum de quatre ans d'expérience professionnelle technique applicable.
- La certification A+ est un atout.

**EXPÉRIENCE PROFESSIONNELLE**:

- Au moins deux ans d'expérience en assistance-client ou dans un centre d'appel : c'est un atout majeur.
- Un à trois ans d'expérience dans le domaine de l'assistance technique aux clients.

**COMPÉTENCES PARTICULIÈRES**:

- Solide connaissance pratique de Windows XP/Vista/7/8/10/11 et d'Apple iOS.
- Connaissance intermédiaire des réseaux.
- Solides compétences en matière d'analyse et de résolution de problèmes.
- Souci du détail et capacité à analyser et à résoudre les problèmes des clients.
- Maîtrise ou capacité d'apprentissage rapide d'un ensemble de matériels et de logiciels informatiques.
- Excellentes aptitudes à la communication orale et écrite.
- Excellentes compétences en matière de relations interpersonnelles et de service à la clientèle.
- Comportement professionnel et agréable au téléphone.
- Maîtrise du français et de l’anglais.
- Capacité à expliquer des questions techniques à des employés et à des clients techniques et non techniques.
- Motivation personnelle et capacité à prendre des initiatives et à résoudre des problèmes de manière indépendante; capacité à contrôler la qualité de son travail.
- Une expérience en matière de service téléphonique/de dépannage technique et des connaissances de base en matière de facturation sont des atouts.
- Une certaine flexibilité est nécessaire en ce qui concerne les horaires de travail, car le titulaire peut être amené à travailler en quarts rotatifs, y compris les jours, les soirs, les fins de semaine et les jours fériés. Quant aux horaires de travail, elles sont susceptibles de varier en fonction de l'évolution des besoins de l'entreprise.

**RÔLES ET RESPONSABILITÉS**:

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