This is a remote position.
JOB DETAILS
Job Title: Bilingual Technical Support Specialist
Company: Cygnisoft
Client: GoCo (Telus) | Employment Type: Contract or Fulltime
You will contribute to the team by performing the following tasks:
The following is a non-exhaustive list of your primary tasks and responsibilities, and may be subject to change:
Respond quickly and courteously to technical and non-technical calls and emails from customers (with acknowledgment and follow-up)
Identify customer needs (diagnosing malfunctions)
Resolve different types of level-1 IT problems (troubleshooting simple and recurring incidents)
Enter service calls into the electronic ticketing system
Transfer calls to level-2 and -3 support teams as needed
Log all requests in order to document the steps leading to incident resolution
Identify and document recurring and/or major problems in order to recommend corrective actions
Provide support with optimal use of technical tools to help customers become more independent
Prepare and update documentation for users, reference tools and procedures
Job requirements
Minimum of 1 year's experience in a similar role
Significant experience in customer service
Excellent oral and written abilities in English
AEC or DEC (attestation/certificate of collegial studies) in networks or equivalent (an asset)
Understanding of traditional and IP telephony (an asset)
Requirements
Minimum of 1 year's experience in a similar role
