Bilingual Tier 2 Helpdesk Connex Telecommunications Inc. (DependableIT) is a growing outsourcing company, where we strive to provide outstanding customer service to our customers, as well as a fun and supportive environment for our employees. We know that our employees are our greatest asset. Our commitment to our employees equals our commitment to our customers; we are passionate about providing the best employee experience possible through dedicated coaching, feedback and ongoing development. Job Description: As a Bilingual Tier 2 Helpdesk agent, you will provide support to customers in both Canadian English and French on a variety of support situations while delivering world-class customer service both over the phone, on chat, and over tickets on a variety of white-label programs with varied scopes and support needs. Hours of Operation: This role will require 24x7 availability. Shifts will rotate, encompassing morning, evening, and overnight shifts on regular rotation. Wage: $19.50 per hour. Main Duties and Responsibilities: Monitor the Zendesk platform for new tickets, chats, and customer responses, answering within service level agreement timeframes. Answer and correctly brand inbound phone calls in both English and French and provide support within the defined guidelines. Provide support to customers in scenarios including but not limited to: License adjustments Order entry with application of any applicable discounts Order entry is expected to be the primary volume and the processes must be followed according to client provided guidelines Break/fix support for technical problems Escalation of issues to vendors (Microsoft, Google, etc) as needed Provide general technical advice Remote support connection to end users to solve technical problems including but not limited to: Email Client troubleshooting Virus identification and removal Printers, peripheral, and internet of things (IoT) device connectivity General software install and repair Accurately and thoroughly document issues in line with service delivery guidelines Multitask effectively, being able to handle customer interactions on phone and chat simultaneously when needed. Position and sell our premium service on relevant lines of business to subscribe new customers and then provide end-to-end support to the customer The ideal candidate will have the following skills: Exceptional attention to detail for both technical and order fulfillment processes Be fluently bilingual in both Canadian English and French (Preferred New Brunswick or Quebec French) (Required) Excellent written and verbal communication skills in both English and French Strong technical background with troubleshooting Windows and Mac devices World-class customer service skills Familiarity with SaaS products, particularly Microsoft 365 and Google Workspace administration Ability to work independently and take on work as it arrives without direct assignment Maintain open availability for rotating shifts including evenings, overnights, and weekends Be a team player who is committed to the success of the business and is willing to be flexible in schedule to ensure 24x7 coverage is maintained #INDHP
Job Title
Bilingual Tier 2 Helpdesk (NB)