Bilingual Technical Support Specialist
4 weeks ago
Location: Markham, Ontario
Position Overview:
We are seeking a Bilingual Help Desk Analyst to enhance our dedicated team, focusing on proactive monitoring and reporting, while managing daily tasks and projects. This position will deliver first-level troubleshooting assistance through various communication channels and collaborate with relevant service providers, internal departments, and external partners as necessary.
The ideal candidate will possess the capability to navigate challenging scenarios with composure.
If you have a strong enthusiasm for technology, a flexible mindset, and a commitment to continuous learning and teamwork, this role may be an excellent match for you.
Key Responsibilities:
- Respond to inquiries from retail locations and corporate users, providing troubleshooting support, assistance, or redirection as needed.
- Document calls in the database and maintain accurate problem reports.
- Support the creation of documentation for POS procedures.
- Update pertinent information in the help desk database.
- Follow up with users for updates on issues assigned to them.
- Contribute to the maintenance of POS Test Scripts and Test Sets.
- Engage in testing new releases of internally developed software.
- Troubleshoot and maintain PCs and POS hardware.
- Initiate service calls with vendors and ensure follow-up for satisfactory service delivery.
Qualifications:
Education and Experience:
- High School diploma required.
- Preferred: College diploma in a technology or business-related discipline.
- 1-2 years of experience in customer support is essential.
- Proven experience in troubleshooting hardware and software issues.
- Experience in retail, particularly with Point-of-Sale systems, is advantageous.
Knowledge and Skills:
- Strong problem-solving abilities and a proactive approach are crucial.
- A dedicated attitude towards customer satisfaction is essential.
- Excellent verbal and written communication skills.
- Familiarity with MS Office and a Windows 10 environment is preferred.
- General computer literacy with a willingness to learn new proprietary and commercial software.
- Comprehensive training on our systems will be provided.
- Fluency in both French and English is required.
We are looking for a candidate who thrives in a dynamic environment and enjoys tackling a variety of challenges. If you believe you possess the qualities we seek, we encourage you to consider this opportunity.
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