BILINGUAL HELP DESK
Saint Laurent, Quebec, Canada
8 hours agoPost Date
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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.
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
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.
Job Function : Helpdesk & Technical Support
Education Level : High School Diploma / GED ( 11 years)
Travel : No