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Job Description

Bilingual (French/English ) Help-Desk (Home Office )

Rate $14-$15 per hour
Location Halifax, NS Canada (From home)
Type of project Specialized Trade help, Writing/Translation, IT & Software Technical support, Translation: French, Translation: English, Information system analyst
Duration ongoing
Education required College/University
Years of experience Less than 2 years
Area of Specialization Computer Sciences
Languages required N/A
2019-11-25 Workhoppers Halifax NS
Description 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.
Alphanumeric Systems 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.

OUR OFFER:

Work from the comfort of your home
Employer
-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 :

-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 :
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 or



Specific schedule:
  Mon Tue Wed Thu Fri Sat Sun
Morning
Afternoon
Evening
 

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