IT Customer Care Specialist

at  Bureau Veritas Laboratories

Do you believe in the power of teamwork and sharing ideas? Do you take pride in delivering exceptional quality and service with everything you do? Do you seek out ideas for improving the status quo? If you want to make a difference and love being surrounded by the best and the brightest, Bureau Veritas Laboratories might be the place for you!

IMAGINE BEING SURROUNDED BY THE BRIGHTEST MINDS IN THE INDUSTRY.

Bureau Veritas is looking for an IT CUSTOMER CARE SPECIALIST

ADDITIONAL RESPONSIBILITIES FOR SPECIALIST III:

• Recommend and implement ways to provide better overall customer service
• Act as primary resource and escalation point for Specialist I&II groups
• Work on special projects, as directed
• Interface with 3rd party vendors as needed
• Test and deploy new solutions
• Take lead role in a Support Department Speciality (Including but not limited to: Business Application Support, Setting Hardware/Software standards, Corporate Image Management, Problem Management/KPIs, Patch Management, Anti-Virus)
• Take Leadership role as the Remote Support specialist interface; mentors tier I&II specialists to improve technical efficiency, develops job aids and documentation to improve consistency and standardize quality of support service across the team

You are an ideal IT CUSTOMER CARE SPECIALIST if you have

• Must be bilingual: French and English
• Solid understanding of Information Technology concepts including PC Hardware, Windows, Software, Email, the Internet, Networking/Password management, VOIP, Phone Technology, Smartphones, and Multi-Media, with ability to troubleshoot problems in all areas.
• Good analytical, problem solving, and administrative skills (organized, efficient and versatile)
• Leadership/Entrepreneurial skills helpful – must be able to work autonomously
• Good Communication, Phone, Listening and Customer Service Skills.
• Professional, Courteous and Pleasant personality

Major Roles & Responsibilities (Specialist I & II)

• Timely response to requests for support via telephone, email, ticket, or walk up to meet service level agreement
• Adhere to standard remediation practices to fulfill requests for support
• Provide outstanding customer service
• Setup new users, devices, and provide access to internal applications; install software, use remote take over tools to resolve service requests
• Complete all requests in a timely fashion and shows accuracy in work quality
• Troubleshoot and repair problems and hardware and software performance concerns
• Educate end users on best practices for using their devices and maintaining security
• Escalate unresolved tickets to the appropriate support team in a timely manner to achieve service level agreements
• Provide after-hours and weekend tech support from time to time