Looking for a Bilingual SD resource join the team.

Working Location : Brampton, Ontario / onsite

Job requirements :

• Minimum 6-12 months of relevant experience of Remote technical support
• VERSANT CERTIFIED CANDIDATES with minimum B2 and C1 certifications
• Expected to Provide remote support in English and French to troubleshoot technical issues
• Provide quarterly content feed to include knowledge articles, videos, and attachments is compatible with the portal
• Level 1 Support and Updating Incident Management System and escalate complex issues to higher-level support teams
• Manage ACD, email, portal and chat queue balancing, resource planning, survey, and related operational systems to provide tier 1 support for all Service Provider-supported digital capabilities.
• Perform incident / request identification, reporting, logging of records, initial resolution, tracking of ticket, reporting and ticket status.
• Record all actions related to tickets (e.g. response, status, and resolution or escalation) in English in tracking tool.
• Answer questions on use or features for all standard hardware and software systems
• Strong Communication and Customer Service skills are essential for this role