Bilingual Tech Support

Job Title: Bilingual Technical Support Specialist

Company: Cygnisoft

Client: GoCo (Telus) | Employment Type: Contract or Fulltime

You will contribute to the team by performing the following tasks:

The following is a non-exhaustive list of your primary tasks and responsibilities, and may be subject to change:

Respond quickly and courteously to technical and non-technical calls and emails from customers (with acknowledgment and follow-up)

Identify customer needs (diagnosing malfunctions)

Resolve different types of level-1 IT problems (troubleshooting simple and recurring incidents)

Enter service calls into the electronic ticketing system

Transfer calls to level-2 and -3 support teams as needed

Log all requests in order to document the steps leading to incident resolution

Identify and document recurring and/or major problems in order to recommend corrective actions

Provide support with optimal use of technical tools to help customers become more independent

Prepare and update documentation for users, reference tools and procedures

Job requirements

Minimum of 1 year's experience in a similar role

Significant experience in customer service

Excellent oral and written abilities in English

AEC or DEC (attestation/certificate of collegial studies) in networks or equivalent (an asset)

Understanding of traditional and IP telephony (an asset)