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full time Bilingual technical Support (Toronto)

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Bilingual Technical Support Analyst (Lawrence and Dufferin)
We are currently recruiting for a Bilingual (French/English) Technical Support Analyst for one of our banking client located in the Lawrence and Dufferin area. This is an ongoing assignment, paying $18 per hour.
Working in a fast-paced environment, the Bilingual Technical Support Analyst will handle inbound calls in French and English and will provide detailed, factual information, advice and assistance of a technical nature to external business clients and internal users via telephone about designated technology-based business products and related applications. The Technical Support Analysts are directly accountable for delivering a high standard of telephone service and are expected to provide professional, knowledgeable, accurate information to clients.
• Effectively respond to inquiries of both a product and technical nature received by telephone, fax, letter or e-mail from internal and external clients regarding any of the products and services.
• Analyze the client problem or issue, refer to the appropriate resource material or consult other experts and provide the appropriate solution. This includes opening tickets with HP to communicate and escalate variances with product or delivery channels.
• Follow up with the client to ensure that their enquiries have been satisfactorily resolved.
• While taking the customer's call, clearly document a detailed problem log using Siebel call tracking software.
• Identify recurring anomalies or irregularities to determine their frequency, cause and recommend potential solutions. Assist in the development of supporting documentation or procedures.
• Fluency in both English and French is a requirement.
• Highly knowledgeable in PC applications, operating systems and hardware (Windows 98, Windows 2000, Windows XP, Windows NT, DOS, Communication Software, modems, MS Office 98, 2000).
• Strong knowledge of Internet technology and software including browsers (Netscape and IE).
• Strong communication skills.
• Ability to multitask.
• Strong organizational/time management skills.
• Understanding of the impact technology problems have on customers.
• Ability to work in an environment where noise level is at times high due to open office concept.
• Ability to learn new technologies and products quickly and thoroughly.
• Help Desk/Phone Support an asset.
• Branch processing and operational experience and asset

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Published at 05-09-2012
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