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Desktop Support Specialist (Bilingual) - (22995)

Saint John, NB
Shift: Monday - Friday ; Rotational 9am-6pm

Position Overview:
  • This position is responsible for the achievement of best in class Customer Satisfaction results and
  • Remote Solutions Performance for a wide array of client products and supported software solutions.
  • The Digital Support Expert provides technical support directly to Customers (Internal & External); they are
  • the gateway to Engineering to resolve and enhance product performance
  • The DSE is critical in the Support Cycle by proactively selling the benefits of remote 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 entitlement 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
  • advanced Technical Skills & Aptitude to solve complex Technical problems.
Detailed Requirements:
  • Provide an Excellent Customer Experience
  • Solve Customer Hardware, Software and Networking problems at first contact using multiple client 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
  • Enable first visit resolution in the field by executing full problem diagnosis
  • Resolve issues on the first call and engage escalated groups as appropriate
  • Contribute to knowledge systems to enhance solutions provided to customers
  • Interchange among a variety of client systems and technologies
  • Provide feedback on Policies and Procedures to continuously improve Customer experience
  • Maintain product knowledge
  • Meet and exceed performance targets
  • Represent our client to Customers in a Professional and Ethical manner
  • Post-Secondary Education is an asset
  • Bilingualism (French )- required
  • 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
  • Strong knowledge of Microsoft Office, Outlook, Windows desktop operating systems, Windows server platforms, network diagnostic tools, Microsoft Exchange, Active Directory, DHCP, VPN, Unix, MAC
  • 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
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