Job summary

Posted on
29.09.2021

Category
Information Technology Jobs

Job type
Long Term Contract

Career level
Experienced

Education Level
Bachelor's Degree

Years of Experience
3 and more

Ref ID
1730970932

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Customer Service Agent

Company: Intelli5 Location: Montreal

Job description

One of our clients from the retail industry is currently looking for customer service agents to join their team.

Under the direction of the Service Manager of the Customer Service Department, the Customer Service Agent has the mandate to act as a point of contact (one-stop shop) between customers and the various IT departments to resolve incidents and deal with requests from clients / users.

Responsibilities

  • Respond to internal and external calls from users, merchants and branches and resolve and / or follow up;
  • Place and monitor service calls with internal and external suppliers;
  • Diagnose and resolve office, application and network incidents;
  • Feed and maintain the knowledge base (level 1 support procedures);
  • Train users on the optimal use of applications;
  • Ensure and maintain high standards of customer service;
  • Record all calls received in ticketing software while respecting IT processes (management of incidents, requests, problems, changes, etc.)

Requirements

  • College diploma (DEC) in computer science or equivalent;
  • At least two (2) years of experience as an IT customer service agent;
  • Working knowledge of Windows 7/10 tools, Active Directory, Office 365, networking and Citrix;
  • Fluency in French and English (spoken and written);
  • Excellent communication and writing skills (debriefing, emails, standards and procedures);
  • Strong customer service orientation;
  • Sense of organization, autonomy and initiative;
  • Ability to work under pressure;
  • Excellent teamwork skills;
  • Very good analytical and problem-solving skills;
  • Self-taught approach to learning new systems;
  • Ability to easily adapt to changes.
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