Bilingual Tier 2 Helpdesk Agent
3 months ago
Connex Telecommunications Inc. (DependableIT) is a growing outsourcing company, where we strive to provide outstanding customer service to our customers, as well as a fun and supportive environment for our employees. We know that our employees are our greatest asset.
Our commitment to our employees equals our commitment to our customers; we are passionate about providing the best employee experience possible through dedicated coaching, feedback and ongoing development.
- Exceptional attention to detail for both technical and order fulfillment processes
- Be fluently bilingual in both Canadian English and French (Preferred New Brunswick or Quebec French) _(required)_
- Excellent written and verbal communication skills in both English and French
- Strong technical background with troubleshooting Windows and Mac devices
- World-class customer service skills
- Familiarity with SaaS products, particularly Microsoft 365 and Google Workspace administration
- Ability to work independently and take on work as it arrives without direct assignment
**Schedule Availability**: This role will require full week availability; initial working hours will be Monday to Friday between the hours of 10am to 7pm EST but will be expanding up to 24x7 operation. Overnight availability is not a requirement, but is an asset. Shifts will total 40 hours per work week.
**Wage**: $19.50 per hour.
**Working as a Tier 2 Helpdesk Agent, you will**:
- Monitor the Zendesk platform for new tickets, chats, and customer responses, answering within service level agreement timeframes.
- Answer inbound phone calls in both English and French and provide support within the defined guidelines.
- Provide support to customers in scenarios including but not limited to:
- License adjustments
- Order entry is expected to be the primary volume and the processes must be followed according to client provided guidelines
- Break/fix support for technical problems
- Escalation of issues to vendors (Microsoft, Google, etc) as needed
- Provide general technical advice
- Accurately and thoroughly document issues in line with service delivery guidelines
- Multitask effectively, being able to handle customer interactions on phone and chat simultaneously when needed.
**Additional Information**:
- Must be legally able to work in Ontario, Canada
- Must have a reliable and consistent internet connection and be able to hard wire the provided work router and PC into their home network
- An enclosed work area or private work area
- Proper work desk and chair
- Adequate lighting
**Website**:
INDHP
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