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C&TS Representative DSE II (Bilingual) - MDS-24390

St Laurent, QC
Customer &Technical Support Representative DSE II (Bilingual) - Managed Document Services
This position is responsible for a great customer experience achieved by supporting our clients’ needs in a friendly, helpful, efficient & professional manner for service, supplies and to provide remote support as part of that positive experience to reduce Customer downtime.
The C&TS Bilingual Representative is critical in the Support Cycle to correctly diagnose the Customer issues, determining the warranty/contract status, consumables needs and/or billing status prior to ordering supplies, placing an onsite service call or escalating.
This position requires Superior Customer Support Skills that include Friendliness, Patience, Empathy and urgency as well as sound critical thinking skills.
Detailed Requirements
• Provide an Excellent Customer Experience, every time
• Resolve Customer problems at first contact using multiple Systems and Software Tools
• Proactively sell the benefits of diagnosing and resolving issues via Telephone and Video
• Conferencing/Web Chat if required
• 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
• Ability to Execute processes unique to 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 process and product knowledge
• Meet and exceed performance targets
• Represent  to Customers in a Professional and Ethical manner
• Bilingualism (French)
• 1-2 years of related experience preferred
• Demonstrated Superior Customer Service Skills
• Asset - experience using Social Media technologies (Skype, Facetime, Google Duo)
• Asset - 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
• Post-Secondary Education is an asset

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