Technical Support Analyst- Bilingual/french(Sa-tu

2 months ago


Montréal QC, Canada ScriptPro LLC Full time

**Job Summary**: The bilingual Technical Support Analyst is responsible for responding to inbound customer service calls to provide remote support problem resolution with the highest level of professionalism and courtesy. Responsible for opening service requests in a ticketing system that allows for organizing, tracking, and escalating of customer inquiries that range from general “how to” questions to more advanced technical issues. The Technical Support Analyst may also assist with customer support projects and/or research projects, as needed. **This is a remote work from home position regardless of location. There will be required 6 week training at our headquarters in Mission, KS.**

**Reporting Relationship**: Service Manager, Robotics Support

**Shift**:Saturday - Tuesday 2:00pm - 12:30am CST. This is a remote position. Regular, punctual, and predictable attendance is an essential function of every job at ScriptPro.

**Scope of the Role**:

- Analyze, troubleshoot, maintain, and repair ScriptPro systems, hardware, and computer peripherals
- Maintain, upgrade, or replace software systems and provide hardware support
- Support and maintain user account information including rights, security, and systems groups
- Maintain progressive knowledge of ScriptPro systems
- Perform other duties as assigned

**Education and Experience Requirements**:

- Requires a minimum of an Associate’s degree in an engineering or technology related field or a Bachelor’s degree or equivalent, or 2 years of related experience
- Proficient in French
- Basic Windows OS Knowledge (NT/XP/7/8)
- Requires working knowledge of desktop and peripheral troubleshooting
- Problem solving and analytical skills
- Positive attitude, drive and tenacity
- Excellent customer service skills
- Excellent written and verbal communication skills
- Ability to multitask with varying priorities and attention to detail

**Preferred Skills**:

- Knowledge of ScriptPro systems
- Experience in pharmacy

**Remote Work Requirements**:

- Must have high-speed reliable internet access
- Must have a distraction free home office workspace
- Must be willing to participate in video virtual meetings (camera on)

**Working Conditions**:This position operates in an office or home office environment. Routine use of standard office equipment is required. Must be able to use a computer for extended periods of time. Regularly required to sit, use hands and fingers, and expected to occasionally lift, stoop, bend and reach. Ability to learn and solve practical problems and interpret a variety of instructions is required.

ScriptPro is not sponsoring a visa for this position.

ScriptPro is an Equal Opportunity Employer Committed to a Diverse and Inclusive Workforce.

**Description de l’emploi**:La personne qui occupe ce poste doit être capable de parler le français. L’analyste du support technique a la responsabilité de répondre aux appels entrants du service à la clientèle afin de fournir une résolution des problèmes à distance avec le plus haut niveau de professionnalisme et de courtoisie. Il est responsable de l’ouverture des demandes de service dans un système de billets qui permet d’organiser, de suivre et de faire hiérarchiser les demandes des clients allant des questions générales « comment faire » aux problèmes techniques plus avancés. L’analyste du support technique peut également participer à des projets de soutien à la clientèle et/ou à des projets de recherche, au besoin. Cet emploi est un travail à distance, quel que soit le lieu de résidence. Il y aura une formation obligatoire de 6 semaines à notre siége social à Mission, KS.

Veuillez soumettre un curriculum vitae en français et en anglais.

**Superviseur direct**: Gestionnaire de service, support à la robotique

**Quart de travail**: Diverses heures et quarts de travail disponibles. Une présence régulière et ponctuelle est essentielle pour chaque emploi chez ScriptPro LLC.

**Portée du rôle**:

- Analyser, dépanner, entretenir et réparer les systèmes, le matériel et les périphériques informatiques de ScriptPro.
- Maintenir, mettre à niveau ou remplacer les systèmes logiciels et fournir un support matériel.
- Prendre en charge et maintenir les informations de compte utilisateur, y compris les droits, la sécurité et les groupes de systèmes.
- Maintenir une connaissance progressive des systèmes ScriptPro.
- Effectuer d’autres tâches assignées.

**Exigences en matière d’éducation et d’expérience**:

- Nécessite au moins un diplôme post-secondaire dans un domaine lié à l’ingénierie ou à la technologie; ou un baccalauréat ou l’équivalent, ou 2 ans d’expérience connexe.
- Connaissance de base du système d’exploitation Windows (NT/XP/7/8).
- Nécessite une connaissance pratique du dépannage des ordinateurs de bureau et des périphériques.

**Compétences **Obligatoire**:

- Compétences en résolution de problèmes et en



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