BILINGUAL HELP DESK
Computer Task Group, Inc
Saint Laurent, Canada
16h ago

BILINGUAL HELP DESK

Saint Laurent, Quebec, Canada

Information Technology

8 hours agoPost Date

19209502Requisition #

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CTG is looking for a Bilingual Help Desk position in Montreal, QC

Position Bilingual Help Desk

Location : Montreal, QC

Compensation : $17.50 / hour.

Duration : On-going contract. Full time : 37.5 h / week

This position is responsible for a great customer experience achieved by providing Remote Hardware, Software and Network Solutions to Internal and External Customers & reducing Customer downtime.

The C&TS Representative is critical in the Support Cycle by proactively selling the benefits of 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 warranty / contract and / or billing status prior to placing an onsite service call or escalating.

Detailed Requirements

Provide an Excellent Customer Experience

Solve Customer Hardware, Software and Networking problems at first contact using multiple 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

Resolve issues on the first call and engage escalated groups as appropriate

Contribute to knowledge systems to enhance solutions provided to customers

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 product knowledge

Meet and exceed performance targets

Qualifications

Post-Secondary Education is an asset

Bilingualism (French and English)

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

Solid Problem-Solving Skills

Ability to communicate effectively listening, written & verbal

Ability to deliver results independently and as a part of a team

CTG (NASDAQ : CTG) provides industry-specific IT services and solutions that address the business needs and challenges of clients in high-growth industries in North America and Western Europe.

CTG also provides strategic staffing services for major technology companies and large corporations. Backed by more than 50 years of experience and proprietary methodologies, CTG has a proven track record of reliably delivering high-value, industry-specific staffing services and solutions to its clients.

CTG has operations in North America, Western Europe, and India.

CTG's greatest asset is its people, and as such, we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers.

This commitment is reflected by CTG being named a Best Places to Work in Healthcare company by Modern Healthcare (2013-2016) in North America, and a Best Workplace in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity / Affirmative Action Employer and strong advocate of workforce diversity. Minority / Female / Sexual Orientation / Gender Identity / Disability / Veteran.

Additional Information

Job Function : Helpdesk & Technical Support

Education Level : High School Diploma / GED ( 11 years)

Travel : No

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