Primary Role Title:
Help Desk/Customer Support Representative
Date Listed:
24-Oct-2002
Work Location:
Montreal • Quebec • Canada
Special Considerations:
Security Clearance Required.
Relocation Assistance Not Available.
Essential Functions:
Provide technical assistance over the phone, by diagnosing and troubleshooting a full range of information technology-related issues; including desktop and laptop hardware, commercial off-the-shelf software, custom applications, and networking-related problems. Multiple networking protocols are supported (specifically TCP/IP and ethernet). Typical supported application include multiple versions of commercial software products such as MS Office, MS Exchange, Web browsers, etc. The candidate should possess working knowledge of mid-range, client-served, and Enterprise systems and tools. Candidate should also be familiar with Telephony/ACD technologies, remote takeover products, and auto-discovery resolution. Responsibilities also include thorough and accurate documentation of work within call tracking software. Candidate will also have responsibility for follow through on all calls taken, to ensure customer satisfaction. Duties include: 1) Respond to incoming customer calls, analyze events&information,diagnose cause of problem, resolve the technical problem advise the customer. 2) Dispatching technical calls that cannot be resolved on first level problems to the proper support area. 3)Documenting and log all pertinent call information (customer info, nature of problem, solution, etc) via call tracking software. 4)be up to date with all systems and tools used in diagnosing & correcting customer IT problems. 5)be up to date with the customer computing environment(Hardware,software & supported applications). 6)follow up on unresolved customer issues. 7)Provide callers with information on overall computer environment status( outages, system performance issues,up changes.)
Essential Knowledge:
The candidate must be highly capable of responding to and resolving a broad range of customer requests for problem resolution and service requests in a timely manner. As a result, the candidate must be able to independently analyze customer requirements/system alerts, and develop appropriate solutions to meet expected service levels. Technical knowledge coupled with effective oral communication skills are a must.
Essential Education:
Minimum Qualifications: DEC or DEP in data processing(Information Technology ,Computer Science,etc) with one year of practical experience. Working experience with UNIX ,Windows 2000, and/or NT environments. Hands on knowledge of MS Office and other standard desktop applications. Functional experience with modern networks . Customer focused and capable of working under stress. Strong English communications skills.
Essential Skills:
Preferred Qualifications: Bilingua with strong English communication skills , one year experience in an IT customer service environment. Excellent telephone etiquette, ability to act quickly to change and to perform in a team environment. Experience with Remedy ARS and Telephony/ACD technologies.
Organizational "Fit" Considerations:
Ability to work under stress , team player , strong interpersonal skills, enjoy helping others, enjoy a dynamic work environment, strong verbal/telephone communications skills and the ability to deal with demanding customers.The individual must be well organized, extremely reliable and highly adaptable to change. Must be available to work on flexible schedules is a must, including week-ends. This is a permanent position with outstanding benefits.
Keywords:
Customer Service, Documentation, HELP DESK PRODUCTS, Help Desk Support
Help Desk/Customer Support Representative
Date Listed:
24-Oct-2002
Work Location:
Montreal • Quebec • Canada
Special Considerations:
Security Clearance Required.
Relocation Assistance Not Available.
Essential Functions:
Provide technical assistance over the phone, by diagnosing and troubleshooting a full range of information technology-related issues; including desktop and laptop hardware, commercial off-the-shelf software, custom applications, and networking-related problems. Multiple networking protocols are supported (specifically TCP/IP and ethernet). Typical supported application include multiple versions of commercial software products such as MS Office, MS Exchange, Web browsers, etc. The candidate should possess working knowledge of mid-range, client-served, and Enterprise systems and tools. Candidate should also be familiar with Telephony/ACD technologies, remote takeover products, and auto-discovery resolution. Responsibilities also include thorough and accurate documentation of work within call tracking software. Candidate will also have responsibility for follow through on all calls taken, to ensure customer satisfaction. Duties include: 1) Respond to incoming customer calls, analyze events&information,diagnose cause of problem, resolve the technical problem advise the customer. 2) Dispatching technical calls that cannot be resolved on first level problems to the proper support area. 3)Documenting and log all pertinent call information (customer info, nature of problem, solution, etc) via call tracking software. 4)be up to date with all systems and tools used in diagnosing & correcting customer IT problems. 5)be up to date with the customer computing environment(Hardware,software & supported applications). 6)follow up on unresolved customer issues. 7)Provide callers with information on overall computer environment status( outages, system performance issues,up changes.)
Essential Knowledge:
The candidate must be highly capable of responding to and resolving a broad range of customer requests for problem resolution and service requests in a timely manner. As a result, the candidate must be able to independently analyze customer requirements/system alerts, and develop appropriate solutions to meet expected service levels. Technical knowledge coupled with effective oral communication skills are a must.
Essential Education:
Minimum Qualifications: DEC or DEP in data processing(Information Technology ,Computer Science,etc) with one year of practical experience. Working experience with UNIX ,Windows 2000, and/or NT environments. Hands on knowledge of MS Office and other standard desktop applications. Functional experience with modern networks . Customer focused and capable of working under stress. Strong English communications skills.
Essential Skills:
Preferred Qualifications: Bilingua with strong English communication skills , one year experience in an IT customer service environment. Excellent telephone etiquette, ability to act quickly to change and to perform in a team environment. Experience with Remedy ARS and Telephony/ACD technologies.
Organizational "Fit" Considerations:
Ability to work under stress , team player , strong interpersonal skills, enjoy helping others, enjoy a dynamic work environment, strong verbal/telephone communications skills and the ability to deal with demanding customers.The individual must be well organized, extremely reliable and highly adaptable to change. Must be available to work on flexible schedules is a must, including week-ends. This is a permanent position with outstanding benefits.
Keywords:
Customer Service, Documentation, HELP DESK PRODUCTS, Help Desk Support
