Bilingual Help Desk Technician
- or -
Post a project like this$111
- Posted:
- Proposals: 3
- Remote
- #2243019
- Expired
Description
Experience Level: Expert
We are seeking for a Bilingual Help Desk Technician on a 6-12 months contract basic. This is a phone heavy position and the Coordinator must have excellent communication skills. This is a high-quality customer service support role that implements strong interpersonal and administrative skills to ensure resolutions to all brands for store hardware, software, and procedural processes. Responsibilities:
Direct store support, including having store employees assist with first tier hardware troubleshooting
Escalation authority to analysts for tier 2 services
Takes necessary action to correct or escalate emergency situations
Reports directly to Stores First Response Supervisor
Provides resolutions for stores by isolating problems, researching solutions, and conducting them through corrective steps
Properly documents accurate and detailed information regarding issues, troubleshooting steps, and resolutions or escalations
Utilizes probing questions to detect the root cause of an issue to initiate a specific troubleshooting process
Investigates current system information, updates, and outages to stay current with policies and procedures
Maintains strong verbal communication and customer service skills under escalations of emergency and non-emergency situations
Executes an accurate and efficient troubleshooting process to conclude resolutions for each issue
Identifies and reports problem trends with STS (Store Technology Services) Analysts to track and resolve current, and future problems
Provides technical support to corporate associates via email and other means of communication
Obtains increased understanding of POS equipment and procedural processes used by stores
Requirements
Successful completion of an appropriate course of study or graduation from an accredited college or trade school or equivalent experience in related industry
Minimum 3 years of experience in related field
Strong customer service, interpersonal, verbal and written communication skills
Successful completion of service at a minimum in the Incident Management Coordinator position for 6- 12 months
Previous experience in a help desk environment
Basic understanding of various hardware and network configurations
Preferred knowledge of Apple iOS and software, including handheld equipment, i.e. phones, tablets, etc.
Detailed knowledge of Point of Sale hardware and software configurations
Detailed knowledge of Microsoft applications and operating systems
Detailed knowledge of telecommunications hardware, wiring and services
Detailed understanding of remote access systems
Requirement: Bilingual in English and French, specifically French Canadian fluently
Direct store support, including having store employees assist with first tier hardware troubleshooting
Escalation authority to analysts for tier 2 services
Takes necessary action to correct or escalate emergency situations
Reports directly to Stores First Response Supervisor
Provides resolutions for stores by isolating problems, researching solutions, and conducting them through corrective steps
Properly documents accurate and detailed information regarding issues, troubleshooting steps, and resolutions or escalations
Utilizes probing questions to detect the root cause of an issue to initiate a specific troubleshooting process
Investigates current system information, updates, and outages to stay current with policies and procedures
Maintains strong verbal communication and customer service skills under escalations of emergency and non-emergency situations
Executes an accurate and efficient troubleshooting process to conclude resolutions for each issue
Identifies and reports problem trends with STS (Store Technology Services) Analysts to track and resolve current, and future problems
Provides technical support to corporate associates via email and other means of communication
Obtains increased understanding of POS equipment and procedural processes used by stores
Requirements
Successful completion of an appropriate course of study or graduation from an accredited college or trade school or equivalent experience in related industry
Minimum 3 years of experience in related field
Strong customer service, interpersonal, verbal and written communication skills
Successful completion of service at a minimum in the Incident Management Coordinator position for 6- 12 months
Previous experience in a help desk environment
Basic understanding of various hardware and network configurations
Preferred knowledge of Apple iOS and software, including handheld equipment, i.e. phones, tablets, etc.
Detailed knowledge of Point of Sale hardware and software configurations
Detailed knowledge of Microsoft applications and operating systems
Detailed knowledge of telecommunications hardware, wiring and services
Detailed understanding of remote access systems
Requirement: Bilingual in English and French, specifically French Canadian fluently
Frank D.
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Last project
26 Apr 2024
Nigeria
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the mentioned budget is for how many hours??
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