Call Center Agent at HP Law

Ottawa, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

09 Apr, 26

Salary

29.0

Posted On

09 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Active Directory, Agile Methodology, Automation, Computer Hardware, Desktop Support, Help Desk Support, Information Technology, Linux, Microsoft Azure, Microsoft Office 365, Technical Support, Windows Servers, Effective Communication, Results Orientation, Customer Centricity

Industry

IT Services and IT Consulting

Description

Operates almost independently, adhering to established protocols to address customer concerns, with a degree of moderate judgment to complement the outlined process. Resolves moderately complex technical problems encompassing hardware and software through incoming customer interactions and proactive notification systems. Provides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement, such as extended warranty coverage through the enterprise. Assists customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements. Works effectively with clients, programmers, QA testers, and managers to ensure seamless project outcomes. Provides valuable input to customer solution offerings, aligning recommendations with specific requester needs. Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally. Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment. Completes process-oriented assignments, shares technical information, and supports department-level operational plans. Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision. Impacts multiple teams and acts as a project leader providing direction to team activities and facilitates information validation and team decision making process. Complexity Works on assignments that are moderately complex in nature and require intermediate problem resolution. Disclaimer This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management. The typical base pay range for this role is $20 to $29 CAD hourly. During your employment term, you will receive 15 paid vacation days per year prorated based on your start date. Detailed information regarding benefits—will be provided upon hire and is subject to the terms and conditions of the applicable plans. High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence. Typically has 4-6 years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field. NA Active Directory Agile Methodology Automation Computer Hardware Computer Science Desktop Support Help Desk Support Information Technology Infrastructure Library Issue Tracking IT Service Management Linux Microsoft Azure Microsoft Office 365 Microsoft Windows 10 Operating Systems Peripheral Devices Scripting ServiceNow Technical Support Windows Servers Effective Communication Results Orientation Learning Agility Digital Fluency Customer Centricity

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Responsibilities

The Call Center Agent operates independently to resolve customer concerns and technical problems while adhering to established protocols. They also assist in enhancing processes and ensuring quality improvements.