Bilingual Service Desk Support Specialist
Looking for a Bilingual SD resource join the team.
Working Location : Brampton, Ontario / onsite
Job requirements :
- Minimum 6-12 months of relevant experience of Remote technical support
- VERSANT CERTIFIED CANDIDATES with minimum B2 and C1 certifications
- Expected to Provide remote support in English and French to troubleshoot technical issues
- Provide quarterly content feed to include knowledge articles, videos, and attachments is compatible with the portal
- Level 1 Support and Updating Incident Management System and escalate complex issues to higher-level support teams
- Manage ACD, email, portal and chat queue balancing, resource planning, survey, and related operational systems to provide tier 1 support for all Service Provider-supported digital capabilities.
- Perform incident / request identification, reporting, logging of records, initial resolution, tracking of ticket, reporting and ticket status.
- Record all actions related to tickets (e.g. response, status, and resolution or escalation) in English in tracking tool.
- Answer questions on use or features for all standard hardware and software systems
- Strong Communication and Customer Service skills are essential for this role
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