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Overnight Jobs in Orangeville, ON
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Bilingual Tier 2 Helpdesk (ON)
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Connex Telecommunications Inc.ON, Canada- Full-time
Bilingual Tier 2 Helpdesk
Connex Telecommunications Inc. (DependableIT) is a growing outsourcing company, where we strive to provide outstanding customer service to our customers, as well as a fun and supportive environment for our employees. We know that our employees are our greatest asset. Our commitment to our employees equals our commitment to our customers; we are passionate about providing the best employee experience possible through dedicated coaching, feedback and ongoing development.
Job Description : As a Bilingual Tier 2 Helpdesk agent, you will provide support to customers in both Canadian English and French on a variety of support situations while delivering world-class customer service both over the phone, on chat, and over tickets on a variety of white-label programs with varied scopes and support needs.
Hours of Operation : This role will require 24x7 availability. Shifts will rotate, encompassing morning, evening, and overnight shifts on regular rotation.
Wage : $19.50 per hour.
Main Duties and Responsibilities :
- Monitor the Zendesk platform for new tickets, chats, and customer responses, answering within service level agreement timeframes.
- Answer and correctly brand inbound phone calls in both English and French and provide support within the defined guidelines.
- Provide support to customers in scenarios including but not limited to :
- License adjustments
- Order entry with application of any applicable discounts
- Order entry is expected to be the primary volume and the processes must be followed according to client provided guidelines
- Break / fix support for technical problems
- Escalation of issues to vendors (Microsoft, Google, etc) as needed
- Provide general technical advice
- Remote support connection to end users to solve technical problems including but not limited to :
- Email Client troubleshooting
- Virus identification and removal
- Printers, peripheral, and internet of things (IoT) device connectivity
- General software install and repair
- Accurately and thoroughly document issues in line with service delivery guidelines
- Multitask effectively, being able to handle customer interactions on phone and chat simultaneously when needed.
- Position and sell our premium service on relevant lines of business to subscribe new customers and then provide end-to-end support to the customer
The ideal candidate will have the following skills :
INDHP