Bilingual Technical Support Specialist

4 weeks ago

Markham, Ontario, Canada Pet Valu Full time
Bilingual Help Desk Analyst

Location: Markham, Ontario

Job Overview:

What is the position?

We are seeking a Bilingual Help Desk Analyst to enhance our dynamic team, providing essential support in daily monitoring and reporting, while managing routine tasks and projects. This position will deliver first-level troubleshooting assistance through various communication channels and coordinate 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, teamwork, and contributing positively to the team, this position is well-suited for you.

Key Responsibilities:

  1. Respond to inquiries from retail locations and corporate users, providing troubleshooting, assistance, or re-routing as needed.
  2. Document calls in the database and maintain accurate problem reports.
  3. Support the documentation of POS procedures.
  4. Update pertinent information in the help desk database.
  5. Follow up with users for updates on issues referred to them.
  6. Contribute to the maintenance of POS Test Scripts and Test Sets.
  7. Assist in testing new versions of internally developed software.
  8. Troubleshoot and maintain personal computers and POS hardware.
  9. Initiate service requests with vendors and follow up to ensure satisfactory service delivery.

Qualifications for Success:

Education and Experience:

  1. High School diploma required.
  2. Preferred: College diploma in a technology or business-related discipline.
  3. 1-2 years of experience in customer support is preferred.
  4. Proven experience in troubleshooting hardware and software issues.
  5. Experience in retail, particularly with Point-of-Sale systems, is advantageous.

Knowledge and Skills:

  1. Strong problem-solving abilities and a proactive approach are essential.
  2. A dedicated attitude towards customer satisfaction is crucial.
  3. Excellent verbal and written communication skills.
  4. Familiarity with MS Office and a Windows 10 environment is preferred.
  5. Computer literate with a general aptitude for learning new proprietary and commercial software applications.
  6. Comprehensive training on our systems will be provided.
  7. Fluency in both French and English is required.

We are looking for an individual who thrives in a fast-paced environment and enjoys tackling a variety of challenges. If you believe you possess the qualities to excel in this role, we encourage you to consider this opportunity.

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