Bilingual Help Desk

Bilingual IT Helpdesk Analyst

Apex Systems is a large staffing and consulting firm and we are looking for a Bilingual IT Helpdesk Analyst with previous experience in high volume IT call center and customer service experience to place at our client, a Large Retail Enterprise Company.

Client : Large Retail Enterprise Company

Contract : 6 months (potential to extend)

Start Date : ASAP

Location : Canada - Remote

Job Description :

• Enabling end user success with the ERP solution by providing effective and timely application functional support
• Maintaining a high level of user satisfaction in all aspects of application functional support delivery
• Working directly with users of the SAP ERP system to provide application functional support
• Documenting investigations, best practices and solutions to benefit future investigations (using Service Now)
• Document and report to Business on all outstanding issues.
• Identifying enhancements to processes or operations that would improve the efficiency of the team.
• Performing regular proactive health-checks of the system and reporting the results.
• Ability to prioritize issues with Business to provide solutions.

Must Haves :

• 3-5 years' work experience in a high volume technical support call centers, customer service / support and / or help desk roles
• 3+ years' experience in Level 1 Technical Support role
• Demonstrated teamwork experience
• Exceptional verbal and written communication skills (English & French), fully fluent speaking and written.
• Familiarity with support area for problem escalation
• Strong motivation and team building skills
• Excellent customer service skills
• Microsoft OS / O365.

Additional Skills / Nice to Haves :

• Relevant work experience with SAP implementations or support, preferably in the Services / Retail industry (S4HANA preferred)
• Retail experience is highly preferred
• Experience with Chat support, SMS support, other forms of online customer support

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

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