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Bilingual Technical Support Representative - French OR Spanish job in Toronto

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Job Ref:  1523869
Employer:  Tyco
Country:  Canada
County/State:  Ontario
City:  Toronto
Toronto, ON, Canada (Show on map)
12/10/2016 22:10
To provide responsive technical customer support to resolve product functionality issues on the core introductory DSC product line.

Main Responsibilities:

• Complete initial product training and demonstrate sufficient product knowledge and understanding to assist call-in customers.

• Respond to customer’s queries regarding routine technical issues in a timely, friendly, professional manner. Determine the nature and likely causes of the issue and recommend corrective action.

• Follows up as required with customers to ensure problems were resolved and/or recommend further action to ensure non-recurrence and customer satisfaction.

• Escalate inquiries or issues that cannot be resolved to senior team members and/or department manager.

• Report all suspected product issues immediately to a senior support staff or manager.

• Follows and ensures workplace operating and environmental, health and safety procedures and guidelines compliance.

• Perform other duties as required.

Skills, Knowledge and Experience required:

• Technical Diploma, Bachelors degree in Engineering, or equivalent

• 1 -2 years experience in a technical phone support related role.

• Experience in dealing with hardware and software issues.

Specialized Skills:

• Strong communication, interpersonal, problem solving and presentation skills.

• Spanish OR French language skill is required.

• Strong troubleshooting skills.

• Able to work independently or in a team environment.

• Self motivated, takes initiative to resolve issues.

• Ability to problem solve through analysis of a situation, where there are a variety of variables

Equipment Used:

• Computers, interactive communication tools, multi-meter.

Physical Demand and Working conditions:

• Occasional visual concentration in use of video display terminal.

• Some levels of stress associated with customer service role.

• Shift work required to provide customer support to all markets.

• Ability to work varying shifts from 8:00 am – 8:00 pm and Saturday shift as required.

Position Reports to: Manager, Technical Support Operations

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