Bilingual Technical Support Associate

3 months ago


Ontario, Canada Tech Mahindra Full time

Level 1 Technical Support Agent is required to have good communication and organization skills, basic technical knowledge, and the ability to follow standard procedures for resolving common technical issues.


Qualifications

  • Basic technical background
  • Strong analytical and problem-solving skills
  • Excellent written communication, verbal and listening skills
  • Strong customer relation skills
  • Ability to handle multiple priorities/tasks
  • Fluent in English & French


Responsibilities

  • Serve as the first point of contact for customers seeking technical assistance.
  • Provide step-by-step instructions to help users troubleshoot and resolve common problems such as connectivity and VoIP registration issues along with configuration & equipment setup.
  • Educate customers on product functionalities and troubleshooting steps to empower them to resolve common issues independently.
  • Handle customer complaints and concerns with empathy and professionalism, ensuring timely resolution and customer satisfaction.
  • Create, update, and manage support tickets, ensuring accurate documentation of customer issues and resolutions in the CRM (Cranium) system for future reference and analysis.
  • Escalate complex technical issues to higher-level support or relevant departments for further investigation and resolution, while ensuring timely follow-up with the customer.
  • Collaborate with other teams, including Network Operations, Customer Service, Dev support and etc. to address customer issues comprehensively and ensure a seamless customer experience.
  • Use knowledge base, tools and other resources to assist in problem resolution.


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