Bilingual Service Desk Support Specialist

HCLTech
Brampton, Ontario, Canada
Full-time
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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
  • 4 days ago
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