Technical Support Agent-Bilingual (EN/FR)

The Technical Support Agent is responsible for resolving customer problems, identifying underlying issues, and escalating cases to ensure optimal resolution. They'll also monitor vendor performance and handle high-priority issues, contributing ideas to improve team efficiency and adhering to SLAs. The role requires multi-shift availability and a proactive approach to troubleshooting.

Requirements

• Excellent communication and customer service skills
• Excellent troubleshooting and diagnostic skills
• Bilingual in French and English
• Working knowledge of PCs and Windows operating systems
• Working knowledge of Active Directory, and DOS command line functionality
• Solid understanding of IP architecture protocols (TCP/IP, DNS, WINS) and how they are applied to client/server applications
• Proficient with support tools (PC Anywhere, Citrix), imaging tools, and common software applications
• Experience with remote access software (VPN, Microsoft Terminal Services)
• Experience with ServiceNow Call Tracking database
• Valid driver’s license
• Some experience with ServiceNow

Benefits

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs