Technical Support Bilingual (French and English) Representative in Markham, ON - Adecco Employment Services

Overview

Our client, one of the major banks is looking for a bilingual (French and English) Technical Support Representative to work in its Markham location. The candidate will be working in collaboration with support teams by providing first level technical support to bank group employees. The ideal candidate needs to have vast expertise of technical and application related knowledge to deliver excellent customer service and problem resolution to bank group employees.

Responsibilities

? Contacting technical support and general queries (including password, hardware, software, e-Messaging, Blackberry) to bank group employees in Corporate, Retail, Wealth, Phone Channels and beyond. ? Respond to a variety of inbound customer calls/emails ? Support for the S3 and C3 applications used primarily by the bank's Retail Branches ? Ensure accurate and detailed problem documentation/ticketing ? Provide timely escalation and follow-up with support groups and customers ? Identify and escalate wide-impact or potential wide-impact outages ? Identify trends and opportunities for improvement as well as provide ongoing feedback ? Build ongoing support proficiency for other skills and applications ? Team members will be receiving an in-depth classroom training and job shadowing; performance will be measured using a performance scorecard approach which highlights productivity, customer interaction, first contact resolution, support proficiency and ticketing quality.

Experience and Qualifications

? Excellent written and oral communication skills in English and French ? Ability to work flexible schedules; this means covering overnight shifts as well; candidates with more shift flexibility and who meet our hiring criteria will be considered first. ? Excellent 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. ? Needs to have technical support background or related education including experience with some or all of the following: Windows XP, Windows 7 IE6/8, VOIP, Centrex, PCOMM/Host, Active Directory, Citrix/Remote Access, e-Messaging, Lotus Notes and Blackberry ? Good knowledge of Microsoft Office 2010 (Word, Excel, OneNote and PowerPoint) is an asset. Experience with iPad, Playbook, Smartphone and Android devices is a definite asset ? Need to have strong Technical/Troubleshooting ability