Bilingual Technical Support/ Help desk
ALJ Bilingual - Toronto, ON

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Bilingual Technical Support/Helpdesk
Location: Toronto,ON
Job Type: Direct
Ref. Code: 293
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