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Bilingual Technical Support Representative

Attention! This job posting is 10 days old and might be already filled.
Location Weston Road and south of Steetles
Date Posted February 10, 2020
Category Retail/Sales/Customer Service
Job Type Full-Time
Job Number 1433


The Bilingual Technical Support Representative is responsible for quickly resolving customer issues, including system, scheduling, updates, break-ins and critical emergencies, as well as responding to inquiries about products and services. The Bilingual Technical Support Representative should be aware of all products and services offered as well as general and customer policies to ensure that accurate information is provided to all clients. Responsibilities also include, but are not limited to, performing tests on all hardware components, detecting and solving problems, performing repairs and escalating customer complaints as required.
Key Responsibilities:
Answer customers' questions and solve their problems at first contact
Establish good relationships with clients by showing empathy and sensitivity, asking them relevant probing questions and making sure they understand their problem.
Assume responsibility for customer issues and follow up on a timely basis to ensure the problem has been resolved
Forward issues requiring further assistance to the appropriate internal responder and follow up on a timely basis to ensure the problem has been resolved
Provide immediate support for emergencies
Participate regularly in training on products and services, customer service, general and operational policies and corporate initiatives, in order to maintain a good knowledge of all products and services
Concisely document all problems and their resolution in the customer relationship software tool
Strive to meet and exceed monthly performance goals

Education / Experience Requirements:

Post-Secondary Education in a related field (i.e. networking, computer science, security, etc.), or High School Diploma with equivalent work experience, preferred
Previous experience in a technical support call centre environment, valuable
Proficient with MS Office Suite (Word, Outlook, Excel, etc.)

Other Requirements:
Bilingual - French/English
Exceptional ability to listen, communicate, understand and respond
Ability to work independently, as well as with close supervision
Personal motivation, excellent organizational skills and exceptional time management skills
Ability to take responsibility for achieving a set of goals and targets
Excellent team spirit, desire to help others
Ability to handle multiple tasks at once
Ability to build strong relationships with clients



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