Bilingual Help Desk Technician

1 week ago

Fredericton, New Brunswick, Canada Asurion Full time
About the Role

We are seeking a highly skilled and bilingual Help Desk Technician to join our team at Asurion. As a Help Desk Technician, you will be responsible for providing technical assistance and support to customers via phone and remote access applications.

Key Responsibilities
  • Provide technical assistance and education to customers on computer and peripheral related issues, including basic anti-virus/spyware/grayware protection, basic application operation, wireless applications, and data backup.
  • Help customers with their protection plans on a variety of consumer electronics or products, including but not limited to computer products, TVs, major appliances, and cell phones.
  • Troubleshoot problems and malfunctions related to operating systems, software, and hardware, including failures to identify these issues.
  • Formulate and communicate resolutions for computer issues.
  • Identify customer behavior that puts their system at risk and make suitable recommendations to prevent vulnerabilities and repeat customer contact.
  • Arrange appropriate service for hardware failure through approved service outlets.
  • Assist in escalated matters from customers and service providers.
  • Make recommendations for improvements to Help Desk operation.
Requirements
  • Bilingual required (ability to communicate proficiently in both English and French).
  • Must reside in New Brunswick, Canada.
  • Minimum 1 year of customer service experience and/or call center experience.
  • Excellent customer service skills and strong communication skills.
  • A working knowledge of PC hardware/software troubleshooting.
  • Ability to analyze and solve problems pertaining to hardware and software on home and small office computer systems.
  • Ability to handle multiple responsibilities concurrently in a fast-paced environment.
  • Must have a working knowledge of Windows 10.
Perks
  • You will be an employee, not an independent contractor.
  • Keep the same shift for 6 months.
  • Two weeks of vacation, three sick days, and three personal days yearly.
  • Two consecutive days off weekly.
  • Full benefits after 30 days.
Earning Potential
  • Base hourly rate (bilingual): $24.00 CAD.
  • Hourly incentive for hours worked after 5pm and weekend shifts: $0.50.
  • Monthly bonus plan: Up to $600/month.

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