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Job Description

Bilingual Help-Desk (Home Office)

Rate$14/h +2$/hour night incentive for hours worked bet per hour
Location Montreal, QC Canada (From home)
Type of project Specialized Trade help, Administration, Writing/Translation Technical support, Customer service, Translation: French, Translation: English
Duration 4 months
Education required N/A
Years of experience
    Less than 2 years
Area of Specialization N/A
Languages required N/A
2019-05-27 Workhoppers Montreal QC
We are hiring a Bilingual Help-Desk to work from home providing level one technical support in English and French to clinical clienteles via inbound calls, emails and tickets.

The company provides global IT support in 9 different languages (English, French, Spanish, Portuguese, Japanese, Mandarin, German, Russian and Italian)

Our positions don't involve any selling or providing medical advice. We offer full and comprehensive training.

A downtown location (Square Victoria Metro)
Work from the comfort of your home
Employer-paid E-Learning courses
Employee recognition awards
Referral bonus program
Team building activities/events
Continuous coaching, training and development.

Position Summary:

- Provide Service Desk support to external customers and users
- Receive, document and track all incoming customer/user calls for immediate remedy and closure
- Utilize computer and database information to update incident status
- Serve as the single point of contact (SPOC) for incidents, including owning the call through closure

Essential Functions and Responsibilities:

- Provide service desk support to contracted clients
- Use defined procedures for responding to customer calls
- Collect information from caller and document data elements in designated tool
- Maintain records of all calls from customers using designated Service Management tool
- Provide detailed documentation of all steps involved in resolving customer issues
- Escalate issues to the appropriate department and personnel
- Investigate, examine, troubleshoot and solve hardware and software issues quickly
- Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers
- Provide support and instruction for client products
- Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
- Update knowledge base for all clientsUnlock and reset passwords for user accounts
- Resolve issues for clients using designated remote access tool
- Ability to have flexible schedule to assist in responding to emergency support issues and situations
- Other duties as assigned

Job Requirements: Education and/or Experience:

- MUST be fluent in English and French with excellent written and oral communication skills.
- Minimum 1 year of experience as a Service Desk Analyst or equivalent customer service position.

Computer Skills:

- Proficient in Windows, Microsoft Office Applications
- Basic keyboarding skills, ability to use mouse, multiple monitors, and touchpad

Communication Skills, Reasoning Ability and/or Mathematical Skills:

- Detail oriented with excellent time management skills
- Exceptional problem solving and organizational skills
- Strong analytical and time management skills
- Excellent verbal and written communication skills

**Full-Time (40 hours/week)

Training is from 8:00AM to 4:30PM Monday to Friday

Shift (over night): 2AM to 11AM - [Mon - Fri] = total 40 Hours

Contract until October 1st, 2019 with possible extension.

Specific schedule:
  Mon Tue Wed Thu Fri Sat Sun


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