Job Title :
Bilingual Technical Support
Start Date :
Temporary to permanent
Our client is a Canadian leading bank.
Location: London, ON
Payrate: $18.52/hr 10/31/2016 to 10/30/2018 2 years contract
Must have skills
• Bilingual in French and English
• Call center experience
• Technical education and/or Technical experience
• Ability to multitask
• Ability to work in a fast paced environment
Nice to have skills
• Banking/financial experience would be an asset
Must be fully flexible for 7/24/365 (No on call or working from home).
Customer service is Key, must be tech/computer savvy, troubleshooting, fast paced environment and punctual.
The Service Desk offers:
A single point of contact for technical support and general queries (including password, hardware, software, e-Messaging, Blackberry) to Group employees in Corporate, Retail, Wealth, Phone Channels and beyond
The business operates 7/24/365 in a team oriented environment with over 100 front line support representatives across two sites, London and Toronto. Working in collaboration with support teams, the business relies on Service Desk employees vast expertise of technical and application related knowledge to deliver excellent customer service and problem resolution.
Job Description / Accountabilities:
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 in English.
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) is an asset
Technical/Troubleshooting ability (note: candidates with good technical breadth/aptitude will be prioritized):
A technical support background or related education including experience with some or all of the following: Windows 7/10 IE6/8, VOIP, Centrex, PCOMM/Host, Active Directory, Citrix/Remote Access, e-Messaging, Blackberry, BYOD, AirWatch
Experience with iPad, Playbook, Smartphone and Android devices is a definite asset
How to Apply:
Please send resume to firstname.lastname@example.org with the subject ‘Bilingual Technical Support_London’