Bilingual Technical Support Representative

North York, ON
$50,000 per year
Permanent
Full-time

8 days ago

DescriptionNew opportunity for a junior professional Bilingual Technical Support Representative (French/ English) Level 1 for our client, a growing SaaS company building the next generation of communication solutions for the modern business. This is an In Office role at their location in North York, ON - steps away from the subway. Hours: Monday - Friday (8.00 am - 4.00 pm and 9.00 am - 5.00 pm, 2 shifts). Salary: 50K with full benefitsResponsibilitiesOur client, is a SaaS company building the next generation of communication solutions for the modern business that harnesses the power of data, analytics, and a simple user interface to organize, distribute and publish content that is dynamic, relevant and personalized. They are an industry-leading secure cloud content management and distribution platform that supports SMB and Enterprise allowing any business to easily take their critical information and present it to customers, employees, and decision makers either on demand or by scheduling. Featuring an off-the-shelf or customized platform, that creates immediate visibility to core business metrics, communications, or simply information to keep key employees informed by bringing data, analytics, and communications to the forefront that empower employees to be more knowledgeable, productive and informed. Their best-in-class user interface combined with their cloud platform turn any existing TV, digital display, dashboard, desktop or mobile device, anywhere in the world, into a powerful communication medium that is relevant and personalized.In this role you will be responsible for on-boarding of customers, solving real world customer problems, troubleshooting, and assisting sales team with technical questions.

Respond to answering of tickets that are open by our customers in a professional and timely manner
Document meaningful notes and details for resolutions in IT documentation / incidents/ requests/ problems into HubSpot Ticketing Platform
Reporting and Proactive monitoring customers end points/ devices/ online or offline status and report and trouble shoot issues that are affecting up time
Provide reports on particular and specific customers and up time analytics, trouble shooting and tickets
Communicate technical findings via Teams and Reporting in HubSpot to keep interdepartmental teams informed on vital developments and issues affecting our customer base
Log and track reported issues to IT and vendors to troubleshoot and resolve various problems
Communicate proactively to ensure the end user is aware of status and next steps
Provide exceptional customer service through courteous, prompt, and accurate communication. Use customer soft skills to address upset customers and remediate complainants without the need for supervisor involvement
Ability to work non-standard hours, weekends, and on-call as necessary
Other duties as assigned

Qualifications

Must be fluent in both English and French (verbal and written)
Minimum 1 year of direct end-user support experience, including Microsofts
Windows, PC Hardware, LAN/ Wi-Fi Networks, mobile devices, Office applications, and remote user support experience
Experience with Microsoft Servers, Windows Operating System, Chrome S, Chromium
Understanding of Computer Networks Firewalls
Great critical thinking skills, problem solving, curious individual who likes to dig in and understand challenges, works through them and is committed to being adaptable
Excellent overall communication skills and interpersonal skills
Lifelong learner, staying current with system information, changes and updates

Nevian Consulting

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