English/German Help Desk Analyst ( Remote ) (Remote)
Alphanumeric
Montreal, Quebec, Canada
6d ago

German / English Help Desk (Work from Home)

Alphanumeric is hiring a German / English Help-Desk to work from home providing level one technical support in German and English to clinical clienteles via inbound calls, emails and tickets.

Alphanumeric Systems provides global IT support in 9 different languages (English, French, Spanish, Portuguese, Japanese, Mandarin, German, Russian and Italian)

Our positions don't involve any selling or providing medical advice. We offer full and comprehensive training.

Shift is Monday to Friday 2 am to 11 am (Eastern Standard Time) and hourly rate is 15$ an hour with a night incentive of 2$ an hour from 1 am to 6 am.

6 month Contract (Maternity Leave) Starting August 31

2020 to February 2021

OUR OFFER :

A downtown location (Square Victoria Metro)

Work from the comfort of your home

Employer-paid E-Learning courses

Employee recognition awards

Referral bonus program

Team building activities / events

Continuous coaching, training and development.

Position Summary :

  • Provide Service Desk support to external customers and users
  • Receive, document and track all incoming customer / user calls for immediate remedy and closure
  • Utilize computer and database information to update incident status
  • Serve as the single point of contact (SPOC) for incidents, including owning the call through closure
  • Essential Functions and Responsibilities :

  • Provide service desk support to contracted clients
  • Use defined procedures for responding to customer calls
  • Collect information from caller and document data elements in designated tool
  • Maintain records of all calls from customers using designated Service Management tool
  • Provide detailed documentation of all steps involved in resolving customer issues
  • Escalate issues to the appropriate department and personnel
  • Investigate, examine, troubleshoot and solve hardware and software issues quickly
  • Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers Full-Time (40 hours / week)
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