Technical Customer Service Representative – Onsite

April 30, 2023 London

Description

Job Description:Position Title: Service Availability Reps Unilingual I Location: London, ON Standard Pay Rate: $21.50 – $30 (Based on experience) Extension possible: No Conversion Possible: Yes Work Hours: 7/24/365 environment with a Shift rotation that could include evenings, weekends or overnight Shift schedule: Rotational shift: Changes every 2 weeks Interviews: onsite interview MUST HAVE: • Above average computing and navigational skills • Exceptional customer service skills • A team player who collaborates effectively with peers and other teams but can also work well independently • Good knowledge of Microsoft O365 (Word, Excel, OneNote and PowerPoint) • A technical support background or related education · Ability to type at least 30 words per minute NICE TO HAVE: • Experience with ticketing systems is an asset Job Description : The business operates 7/24/365 in a team oriented environment with over 100 front line support representatives across two locations. Working in collaboration with support teams, the business relies on Service Desk employee’s vast expertise of technical and application related knowledge to deliver an excellent colleague service experience with focus on maintaining high first call resolution rates. Job Description / Accountabilities: The primary accountability of this position is to provide first level technical support. Key responsibilities include: (1) Respond to a variety of inbound colleague calls/emails (2) Ensure accurate and detailed problem documentation/ticketing (3) Provide timely escalation and follow-up with support groups and colleagues (4) Identify and escalate wide-impact or potential wide-impacting outages (4) Identify trends and opportunities for improvement as well as provide ongoing feedback (5) Build ongoing support proficiency for other skills and applications Team members receive in-depth classroom training and shadowing and are measured using a performance scorecard approach which highlights productivity, colleague interaction, first contact resolution, support proficiency and ticketing quality. Qualifications / Skills / Experience: Excellent written and oral communication skills. Ability to work flexible schedules based on business forecast requirements (which are subject to change). We offer weekly rotations which can include day shifts, evening shifts, week-end shifts and overnight shifts. Shifts are published in advance and do require flexibility to ensure appropriate coverage. Ability to work flexible schedules; based on business needs (which are subject to change), we typically offer weekly rotations including early evening shifts, day shifts and week-end shifts; we may require team members to cover overnight shifts as well; candidates with more shift flexibility and who meet our hiring criteria will be considered first. Above average computing and navigational skills Exceptional customer service skills Experience with ticketing systems is an asset A team player who collaborates effectively with peers and other teams University Degree or a College degree/diploma is considered an asset Good knowledge of Microsoft 0365 products (Word, Excel, OneNote and PowerPoint) Technical/Troubleshooting ability: A technical support background or related education including experience with some or all of the following: Windows 10, IE11, Edge/Chrome/Firefox/Safari, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, Office for Mobile, All Microsoft office products, MS Teams and Webex, SCCM, variety of telephony devices and a good understanding of networking and Wi-Fi support. Experience with iPad, Tablets, Smartphone and Android devices Company Description At Prime Hires our mandate is simple – provide top-tier talent to our clients and unsurpassed career opportunities to our candidates while ensuring the best fit for both. We are perfectionists who excel at working to ensure we have a perfect match. With experience spanning almost 3 decades and offices across North America, we have built our reputation on the strong relationships and trust of our clients and candidates. Our expertise is in Temporary, Contract and Permanent placements in Finance, Accounting, Administrative & Clerical, Office Operations, Contact Centre, and Technology.Company Description:At Prime Hires our mandate is simple – provide top-tier talent to our clients and unsurpassed career opportunities to our candidates while ensuring the best fit for both. We are perfectionists who excel at working to ensure we have a perfect match. With experience spanning almost 3 decades and offices across North America, we have built our reputation on the strong relationships and trust of our clients and candidates. Our expertise is in Temporary, Contract and Permanent placements in Finance, Accounting, Administrative & Clerical, Office Operations, Contact Centre, and Technology. Job ID: 15115680
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Prime Hires

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