Bilingual Technical Support/Helpdesk
Location: Toronto,ON
Job Type: Direct
Ref. Code: 314
Hours: Full Time
Travel: No
Relocation: No

Job Description
Our Client located in Toronto is looking for a Bilingual Technical Support/Helpdesk Representative to join their team.

• 50K
• M-F Full Time
• 24/7 Rotating shifts
• Permanent
• Benefits

Duties and Responsibilities:

• Receive, log and resolve customer incidents/requests/issues
• Perform initial level problem identification and attempt to resolve when appropriate; otherwise, document troubleshooting efforts in incident ticket and assign case to appropriate support group
• Investigate technical issues and provide technical support for clients and their support teams
• Provide customer service with excellent written and verbal communication skills
• Meet the Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for the respective teams/clients as set by management
• Develop an understanding of customers, their business environment

Required Qualifications

• Fluently Bilingual in both English and French (verbal and written)
• Minimum 2 years of experience working in a technical support contact centre or Help Desk in a dynamic technology focused environment
• Experience and/or technical training in Help Desk service management applications (ie. Tivoli, Remedy, Fusion)
• Exceptional problem solving skills and ability to articulate issues written and verbally
• Ability to accurately troubleshoot and identify software and hardware problems and describe the issue to others in a clear and concise manner
• Practical experience within a Microsoft working environment (e.g., Office, Outlook)
• Flexibility to work shifts to support a 24/7/365 environment