Bilingual Technical Support Rep in London, ON.

Industry

IT

Advert ID

CAN_504350

Location

London

Job Type

Contract

Hours

Full-Time

Salary Range

Based on Experience

No. of Openings

1

Branch Information

Toronto, ON - Banking - (CAN) 4950 Yonge Street Suite 700 ON Toronto , ON M2N 6K1

ContactNumber

416-225-4455

Job Description

We are currently looking for a Bilingual (French/English) Technical Support Representative for one of clients in the banking sector located in London. Kindly see below for more details:



The primary accountability of this position is to provide first level technical support. Key responsibilities include:



(1) Respond to a variety of inbound customer calls/emails

(2) Ensure accurate and detailed problem documentation/ticketing

(3) Provide timely escalation and follow-up with support groups and customers

(4) Identify and escalate wide-impact or potential wide-impact outages

(4) Identify trends and opportunities for improvement as well as provide ongoing feedback

(5) Build ongoing support proficiency for other skills and applications



Team members receive in-depth classroom training and shadowing and are measured using a performance scorecard approach which highlights productivity, customer interaction, first contact resolution, support proficiency and ticketing quality.



Qualifications / Skills / Experience:



- Excellent written and oral communication skills.

- Ability to work flexible schedules; based on coverage business needs (which are subject to change), we typically offer weekly rotations including early evening shifts, day shifts and week-end shifts; when we don't have volunteers, we may require team members to cover overnight shifts as well; candidates with more shift flexibility and who meet our hiring criteria will be considered first.

- Above average computing and navigational skills

- Exceptional customer service skills

- Experience with ticketing systems is an asset

- A team player who collaborates effectively with peers and other teams

- University Degree or a College degree/diploma is considered an asset

- Good knowledge of Microsoft Office 2010 (Word, Excel, OneNote and PowerPoint)



Technical/Troubleshooting ability:



A technical support background or related education including experience with some or all of the following: Windows 7/10, IE8/11,Edge/Chrome/Firefox/Safari, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, AirWatch, All Microsoft office products - Access, OCS Group chat, Lync, SCCM, variety of telephony devices and a good understanding of networking and wifi support.



Experience with iPad, Tablets, Smartphone and Android devices



French coverage shifts are from 7:00am -9:00pm Monday to Friday and 7:00am to 7:00pm Saturday and Sunday.



Must haves:



* Bilingual French and English

* Above average computing and navigational skills

* Exceptional customer service skills

* Experience with ticketing systems is an asset

* A team player who collaborates effectively with peers and other teams

* University Degree or a College degree/diploma is considered an asset

* Good knowledge of Microsoft Office 2010 (Word, Excel, OneNote and PowerPoint)

* A technical support background or related education



If this sounds like what you are looking for and fits your skills/experience, please apply!!!