More jobs:
Job Description & How to Apply Below
Location:
Montreal
- Primarily Remote
- There are no specific on-site days, requirement is to go in for events which could be 2/3 times a year.
The main job is to help Advisors, their Assistants and Multi-Advisor Corporations with their everyday IT problems, ranging from simple to complex, mainly over the phone. Incumbent will support them by helping them get their issues resolved efficiently and calmly.
Incumbent do not need to know everything on day one. There will be training and support provided as you learn more about the job.
General Knowledge of IT and experience working with troubleshooting hardware and software is expected.
Must Haves
Minimum 2+ year experience in a call centre and/or technical support environment
Strong de-escalation skills and ability to remain calm under pressure
Excellent communication skills with a white-glove customer service mindset
Technically inclined with strong troubleshooting and problem-solving abilities.
Fully Bilingual in French and English (verbal and write)
High school required.
Nice to Have
Experience with Service Now or other ticketing systems
Familiarity with Active Directory
Strong general technical aptitude and troubleshooting depth
Responsibilities
1. Helping people with IT issues
Answer calls from the Advisor community
Listen carefully to understand the problem
Ask clear questions to find the right solution
Use our Knowledgebase and your experience to help fix our clients issues
Explain things in a clear, simple way
A successful candidate's main role is to make sure the client knows what will happen next if the issue is something incumbent can't fix.
2. Using support and tools
Search the Knowledgebase using keywords
Ask colleagues for help through online chats
Get support from coaches and experienced teammates
3. Recording and sharing information
Record clear notes after each call, detailing the solution or next steps
Help enhance our Knowledgebase by sharing what you learn
4. Learning and growing
Take part in structured training in the start
Build confidence before handling calls independently
Continue learning new systems and solutions over time
Work together with the team to find solutions, sharing ideas and learning from each other
Look for small practical ways to make daily tasks easier for your team
We do not expect incumbent to know everything. Learning is part of the job.
Duration: 6 months to start
Disclaimer:
AI may be used in evaluating candidates.
This posting is for an existing vacancy.
To View & Apply for jobs on this site that accept applications from your location or country, tap the button below to make a Search.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
Search for further Jobs Here:
×