Bilingual Help Desk Support

6 days ago

Toronto, Canada Nexus Systems Group Inc. Full time

Location Address: Scarborough - 2 weeks training onsite and then Hybrid work model (4 days onsite per month)

Contract Duration: 1 year

Possibility of extension: Yes

Conversion to FTE: Based on performance + vacancy

Number of Positions: 1

Schedule Hours: Monday Friday – Either 9:30 am 5:30 pm, 10:30-6:30 pm or 11 am - 7 pm. Late shift rotation (12 pm - 8 pm) every 6 weeks or so.

Reason: Vacancies/short staffed

Typical Day in Role:

- Inbound Technical Support Help Desk
- Entry level position, which serves as a prerequisite for other roles within the Bank.
- The main function of a technical help desk specialist is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.
- Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower - high complexity level
- Troubleshooting customer concerns over inbound phone calls
- Enter commands and observe system functioning to verify correct operations and detect errors.
- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Candidate Requirements/Must Have Skills:

1. Fluent English/French- Mandatory (no exceptions, bilingual and fluency in both required)
2. 2+ Years Customer Service Experience
3. 1-3 years of browser troubleshooting practices
4. Demonstrated knowledge of computer software, such as configuration management software, desktop communications software, operating system software.

Nice to Have

1. Previous Help Desk or Contact Center experience
2. Technical Help Desk Experience

Soft Skills Required:

- Strong verbal and written communication skills.
- Quick learner, reliable and punctual
- Ability to work well under pressure
- Result and customer focus.
- Driven with a high-performance mindset.
- Empathetic and professional

Education:

College/University degree preferred

Best VS. Average Candidate:

Strong technical helpdesk experience with strong language proficiency.

Candidate Review & Selection

1. 1 round of interview over video conference – 30 minutes
2. Manager will send an assessment test to be completed within 24 hours after receiving once interview is completed provided the candidate has potential (assessment is a scenario question and MC technical test, will also include a French language testing component)

Hiring Manager’s availability to interview: ASAP

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