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

Location: Brampton, CA

Posted Date: 11/6/2024