Role Description

Respond to customers' requests for IT technical services, answering questions on the function and use of products within a call center environment. This is a call center, IT help desk position. To be considered, you must have strong technical knowledge of PCs along with critical thinking and troubleshooting skills.

• Screen and handle calls as appropriate.
• Type and enter information into a database while a customer is speaking.
• Recognize, research, isolate, and resolve information system problems.
• Recognize customer problems that should be escalated to the next level for resolution following established protocols.
• Demonstrate quality communication skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction.
• Maintain appropriate records and prepare reports as required.
• Perform other duties and tasks as assigned by the Team Lead.

Qualifications

• Proficient in French.
• High School Diploma or the equivalent.
• Experience working in technical support and/or education in IT.
• Experience using and supporting: iOS, Android, Microsoft Windows 7, Windows 10, Microsoft Office 2010 - 2013, hardware, local and network printers, Outlook, Outlook 365, Cisco VPN, and antivirus.
• Experience troubleshooting wireless connections.
• Advanced knowledge of Networking.
• Ability to utilize various databases consecutively with good typing skills.
• A+, Net+ or Help Desk Tech Certification is a plus but not required.
• Call center experience is a plus.