We are currently looking for a Bilingual Technical Support Analyst to support our client’s internal users with technical problems including desktop / operating systems, hardware, software, voice, mobile devices and connectivity.
Respond to incoming phone calls and provide a high level of customer service by resolving technical issues through troubleshooting client configuration settings, internet connection / security settings, firewall rules, and network security applications (Active Directory).
Respond to technical inquiries sent via email to their ticketing system.
Log all incoming and outgoing correspondence in the ticket database.
Escalate unresolved issues to the appropriate level response group to ensure customers receive accurate and timely resolution to their issues.
Initiate Severity 1 procedures through accurate diagnosis of technical issues.
Meet all assigned service levels for call quality, call log quality / completeness, and call logging percentage
Provide analytical and testing support for Ricoh business units including IT, Finance and Customer Service
Miscellaneous project work as required
University degree or Community College education
Industry recognized Education Diplomas and Professional designations A+, Net+, MCSE, A+, would be definite assets.
1-2 years of customer service and / or support desk responsibilities
Experience with PC software (i.e. : Windows 7, MS Office, Lotus Notes, Adobe Acrobat and Internet Explorer)
Familiarity with TCP / IP applications, client server concepts, and software installation
Knowledge of internet connectivity (i.e., VPN)
Minimum of one year of PC support
Excellent interpersonal skills, ability to deal effectively with a wide array of customers
Must be fluently bilingual (written and verbal) in both French and English.
Excellent problem solving skills, ability to identify operational problems, recommend optimum solutions, follow through to resolution
Strong organizational skills with a demonstrated ability to identify and set priorities to meet the demands of a dynamic work environment
Strong PC skills including supported Windows environments