Bilingual Technical Support Analyst

  • Company:
    Xerox
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    3 days ago
  • Category:
    IT

Responsibilities:

  • Deliver IT support using remote capabilities and leading-edge automation tools.

  • Identify, troubleshoot, research, support and resolve customer IT issues.

  • Manage Customer relationship and experience.

  • Accountable point of engagement and direction for customers and 3rd Party vendors to engineering.

  • Work on problems of diverse scope where analysis of data requires an evaluation of identifiable factors

  • Role Model in Creating, delivering and managing knowledge and technical resources.

  • Develop, train and educate in technology, product usage and functionality

  • Provide diagnostics on technical software problems.

  • Provide remote call assistance.

  • Initiate Service call process.

  • Provide prompt, courteous, and professional telephone support to both internal and external Customers.

  • Support teamwork within the group.

  • Maintain product knowledge.

  • Understand and fully comply with Contact Centre procedures.

  • Qualifications:

  • Strong verbal and written communication skills, fluency in French is a requirement of the position.

  • IT related diploma and or 2-3 years’ experience in a Technical Support Position

  • Must be able to demonstrate previous success related to technical solutions delivery as well as solid foundation in connectivity concepts and applications.

  • Certifications such as A+ and MCP an asset

  • Strong knowledge of Microsoft Office, Outlook, Windows desktop operating systems, Windows server platforms, network diagnostic tools, Microsoft Exchange, Active Directory, DHCP , VPN, Unix, MAC

  • Graphic Based Knowledge is an asset (Adobe suite, Digital Press, etc)

  • Color Theory is an asset

  • Well organized; ability to prioritize work, with attention to detail

  • Must be accustomed to managing multiple issues simultaneously while maintaining the integrity of each engagement.

  • Must possess exceptional problem solving, critical thinking and analytical skills to

  • troubleshoot and resolve project issues and challenges.

  • Strong teamwork and interpersonal skills.

  • Must be able to demonstrate a customer and team focused attitude and perspective.

  • Mature and self-confident, ability to work successfully unsupervised.

  • Ability to work independently in High pressure situations.

  • Must be able to work a rotating work shift schedule, Monday to Friday.