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Bilingual Technical Support Representative

4 months ago

Laval, Canada Experis Canada Full time

Our client, is seeking a Bilingul Customer & Technical Support Representative to join their team. As a Bilingual Customer & Technical Support Representative, you will be responsible for providing a superior customer experience while reducing customer downtime by providing remote Hardware, software and network technical support solutions to Internal and external customers & partners. The ideal candidate will have strong communication, drive to learn and achieve and solid problem solving skills which will align successfully in the organization.

What’s the Job?

  • Solve customer hardware, software and networking problems at first contact using our clients systems, and/or software tools as appropriate
  • Resolve incoming customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary
  • Provide an excellent customer experience using sound listening skills, empathy & urgency; when necessary, effectively diffuse and recover service concerns with the customer
  • Can Execute processes unique to our clients major account customers to ensure service level agreements are met
  • Provide feedback on policies and procedures to continuously improve customer experience

What’s Needed?

  • Bilingual in English & French (verbal and written)
  • Technical support experience is an asset
  • Strong CSR experience
  • Friendly & Able to communicate effectively – listening, written & verbal
  • Prior ‘support center’ experience not required
  • Ability to multitask effectively with attention to detail