BILINGUAL Technical Specialist (Customer Support)

at  Integrated Staffing Limited

Integrated Staffing is Hiring: Bilingual Customer Support Technical Specialist
Are you ready to take your career to the next level Our client, a world leader in connected transportation solutions, is seeking talented and motivated Technical Specialist to join their dynamic team. If you have a passion for Tech and a drive to excel, we want to hear from you!

REQUIREMENTS:

• Ability to read, write and speak in English and French fluently.
• 1-3 years working experience in troubleshooting technical issues is an asset.
• Excellent verbal and written communication skills.
• Strong analytical & critical thinking skills and a natural problem solver.
• Ability to work independently and use independent resources such as knowledge center documentation as guidance to properly diagnose and troubleshoot customer issues.
• Technical competence using software programs such as Google Suite for business (Sheets, Docs, Slides) and MS Excel.
• Knowledge of various programming languages (i.e., SQL, Python, C# or JavaScript) is an asset.
• Ability to work any schedule in a 24/7 environment.
  Application Process: If you are excited about the prospect of joining their team and making a meaningful impact, please submit your application via Indeed. Include your updated resume, a cover letter outlining your relevant experience, and any other supporting documents.
  Note: Only shortlisted candidates will be contacted for an interview.
  At Integrated Staffing, we believe in equal employment opportunities and diversity in the workplace. We welcome applications from individuals of all backgrounds.
  Apply now to be considered for this exciting opportunity!

• Deliver technical assistance to partners, customers, and internal teams across various communication channels, including phone, chat, and email.
• Assume ownership of customer-reported issues, ensuring their resolution while adhering to departmental Service Level Agreements (SLAs).
• Utilizes internal tools to conduct research, diagnosis, and troubleshooting, identifying solutions to address both hardware and software-related challenges.
• Maintains product knowledge encompassing internal hardware, configuration and navigation of their portal, Drive application/navigation, third-party integrations, software applications, and hardware.
• Thoroughly document customer support interactions in our ticketing system, maintaining accurate and organized records.
• Follow established protocols for escalating unresolved issues to relevant technical internal teams.
• Develop and curates Knowledge Base articles, ensuring valuable resources for ongoing learning and issue resolution.
• Handle requests for cancellation, reactivation, suspension, and device plan changes from supported customers.
• Coordinate training activities, whether by providing instructional videos, initiating training requests within the database, or engaging with the assigned Life Cycle Specialist.
• Protect company data and security by authenticating users and adhering to necessary clearance and access protocols.
• Supporting clients 24/7, thus hours of work may vary.