Bilingual Tier 2 Helpdesk (AB)

Bilingual Tier 2 HelpdeskConnex 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 customerThe ideal candidate will have the following skills :
• Exceptional attention to detail for both technical and order fulfillment processes
• Be fluently bilingual in both Canadian English and French (Preferred New Brunswick or Quebec French) (Required)
• Excellent written and verbal communication skills in both English and French
• Strong technical background with troubleshooting Windows and Mac devices
• World-class customer service skills
• Familiarity with SaaS products, particularly Microsoft 365 and Google Workspace administration
• Ability to work independently and take on work as it arrives without direct assignment
• Maintain open availability for rotating shifts including evenings, overnights, and weekends
• Be a team player who is committed to the success of the business and is willing to be flexible in schedule to ensure 24x7 coverage is maintained#INDHP