We need someone fluent in French Canadian Level 1 Support. Ideally, this individual would be based in the Twin Cities area, but candidates living in Canada who speak French Canadian are also welcome.
THE ROLE
To support our evolution and expand our team, we are looking for a 1st line Helpdesk Technician to work in our local team as part of our wider
Helpdesk.
As our new team member, you will be supported with a structured training plan and guided by supportive colleagues in a friendly environment. You will in turn react flexibly to changing requirements and be a reassuring first point of contact for our customers in any situation.
KEY RESPONSIBILITIES
- To handle technical queries received by phone calls/email/customer centre
- To redirect any calls for other areas of the business to the correct area
- Provide 1st line trouble shooting support for all company products
- Find root causes of issues and communicate appropriately to internal/external customers
- Schedule Field Service Engineer visits as required
- Manage Field Service events through to completion
- Order and track service parts required to resolve customer issues
- Manage time and materials cases from quotation through to invoicing
- Find opportunities to improve our service and highlight them correctly.
- Work with the wider team to learn and further develop problem solving techniques.
- Remote
YOUR PROFILE ESSENTIAL
- You must enjoy making and taking customer calls and always try to find a first-time fix with the customer in the shortest possible timescale
- You will have demonstrable IT related experience or similar technical experience with Windows operating systems and their applications
- You have a solution focused mindset and enjoy working as part of a team to share knowledge
- You have a strong analytical mindset and an irrepressible desire to bring a problem to the solution using all available means
- Experience with Customer Management systems, ideally Netsuite
- Previous similar role held
- Previous Telephony/customer service experience