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Bilingual customer & technical support representative Inc

This is a Full-time position in Montreal, QC posted November 2, 2019.

“The start date of this job is flexible and in order to find the best candidate the job may remain open much longer than the date mentioned on this posting…or you may be asked to start sooner than the expected start date if you are able to do so” URGENT: Please read the job description below.

If this interests you, please send a MS-Word version copy of your updated resume (ASAP) along with your salary expectations, first available date and a telephone contact number Please mention the job title above in the subject line The recruiter in charge of this role is Prakash.

If you do not think you are a match for this opportunity, but know someone who is, feel free to forward this email to them and you will be eligible for a referral bonus upon a successful hire.

One of our printing and consulting clients is looking for a Bilingual Customer & Technical Support Representative Length: Renewal in 1 year Location: St Laurent, QC.

Hours of Work: (Shifts from 7am to 9pm EST).

8am to 4pm 9am to 5pm 10am to 6pm 11am to 7pm etc Major Duties & Responsibilities: Position Overview This position is responsible for a great customer experience achieved by providing Remote Hardware, Software and Network Solutions to Internal and External Customers & reducing Customer downtime.

The C&TS Representative is critical in the Support Cycle by proactively selling the benefits of troubleshooting via Telephone, Video Conferencing and Web Chat.

When a Remote Solution is not possible, responsibilities will extend to diagnosing the issue, determining the Customer’s warranty/contract and/or billing status prior to placing an onsite service call or escalating.

This position requires Superior Customer Support Skills that include Empathy and Urgency as well as sound Technical Skills & Aptitude.

Detailed Requirements Provide an Excellent Customer Experience Solve Customer Hardware, Software and Networking problems at first contact using multiple Systems and Software Tools Proactively sell the benefits of diagnosing and resolving issues via Telephone, Video Conferencing and Web Chat Resolve incoming Customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary Resolve issues on the first call and engage escalated groups as appropriate Contribute to knowledge systems to enhance solutions provided to customers Ability to Execute processes major Account Customers to ensure Service Level Agreements are met Interchange among a variety of systems and technologies Provide feedback on Policies and Procedures to continuously improve Customer experience Maintain product knowledge Meet and exceed performance targets Represent company to Customers in a Professional and Ethical manner Qualifications: Post-Secondary Education is an asset Bilingualism (French and English) French speaking only could be accepted.

1-2 years of related experience preferred Demonstrated Superior Customer Service Skills Experience using Social Media technologies (Skype, Facetime, Google Duo) Experience with Apple and Android devices to support video conferencing Solid Problem-Solving Skills Ability to communicate effectively listening, written & verbal Ability to deliver results independently and as a part of a team Strong Organizational, Prioritization & Time Management Skills Critical thinking and decision making Ability to multitask effectively with attention to detail High level of achievement and self-motivation Please note that this is the most up to date version of job description available at this time During Client Interview you will receive additional information variance may apply