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Job Description

Service Desk Analyst

Rate$13 per hour
Location Montreal, QC Canada (From home)
Type of project Administration Customer service
Duration Part Time ongoing
Education required College/University
Years of experience
    2 - 5 years
Area of Specialization Business
Languages required N/A
2019-09-10 Workhoppers Montreal QC
As a Service Desk Analyst, reporting to the Clinical Support Help Desk Manager/Team Lead, your primary responsibilities will be to provide polite and professional support to external customers and clients at all times. You will receive, document and track all incoming customer/user calls for immediate remedy and closure. You will be accountable for your own personal performance in regards to metrics and serve as the single point of contact (SPOC) for incidents, including owning the call through closure

After training this is a work from home position.

10am-11pm Friday- Monday.

- Provide front line support to contracted client users requiring assistance with clinical trials and related issues via telephone, email and chat services
- Define the nature of the call & handle accordingly
- 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 any issues beyond your control to the appropriate department and personnel
- Investigate, examine, troubleshoot and solve 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)
- Update Knowledge Base for all clients
- Unlock and reset passwords for user accounts
- Resolve issues for clients using designated remote access tool
- Be flexible in schedule to assist in responding to emergency support issues and situations
- Advise management of any issues that need immediate attention or that will affect service levels
- Other duties as assigned

- Arrive in time to be ready to begin work at start of scheduled shift
- Maintain clear and concise communication with both the client and supervisor
- Report any issues to immediate supervisor in a timely manner
- Keep calls to a minimum (if possible) to allow for timely closure and avoid delays
- Work entire shift without any unjustified interruptions
- Perform any extra duties that may arise requiring attention
- Must be flexible with schedule as overtime is sometimes required

Required Technical Skills:

- Proficient in Windows and MS Office Suite applications – email, online chat
- Solid computer keyboarding, multiple monitor and touchpad skills
- General understanding of various software and hardware

Required Soft Skills:

- Fluency in English, spoken and written
- Fluency in designated language
- Strong attention to detail with a commitment to quality
- Exceptional organization, planning and time management skills
- Excellent customer service orientation
- Proven ability to work under pressure and in a very fast paced environment
- Ability to adapt based on rapidly changing client needs; high level of flexibility is required
- Capacity to take initiative and think outside the box if necessary
- Must be able to communicate professionally in a written and verbal capacity
- Must be a team player and demonstrate a strong work ethic

Required Education and Experience:

Business Administration or related field and a minimum of 1 year previous customer service experience preferably in a call center environment and/or any equivalent combination of education and experience.

Specific schedule:
  Mon Tue Wed Thu Fri Sat Sun


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