Alphanumeric is hiring a Bilingual Help Desk to work from home providing level one technical support in English and French to clinical clienteles via inbound calls, emails and tickets.
Alphanumeric Systems provides global IT support in 9 different languages (English, French, Spanish, Portuguese, Japanese, Mandarin, German, Russian and Italian)
Our positions don't involve any selling or providing medical advice. We offer full and comprehensive training.
OUR OFFER :
Work from the comfort of your home
Employee recognition awards
Referral bonus program
Team building activities / events
Continuous coaching, training and development.
Position Summary :
Provide Service Desk support to external customers and users
Receive, document and track all incoming customer / user calls for immediate remedy and closure
Utilize computer and database information to update incident status
Serve as the single point of contact (SPOC) for incidents, including owning the call through closure
Essential Functions and :
Provide service desk support to contracted clients
Use defined procedures for responding to customer calls
Collect information from caller and document data elements in designated tool
Maintain records of all calls from customers using designated Service Management tool
Provide detailed documentation of all steps involved in resolving customer issues
Escalate issues to the appropriate department and personnel
Investigate, examine, troubleshoot and solve hardware and software issues quickly
Maintain a pleasant demeanor and attitude in the day
today communication and interface with customers
Provide support and instruction for client products
Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
Update knowledge base for all clients unlock and reset passwords for user accounts
Resolve issues for clients using designated remote access tool
Ability to have flexible schedule to assist in responding to emergency support issues and situations
Other duties as assigned
Education and / or Experience :
MUST be fluent in English and French with excellent written and oral communication skills.
Minimum 1 year of experience as a Service Desk Analyst or equivalent customer service position.
Computer Skills :
Proficient in Windows, Microsoft Office Applications
Basic keyboarding skills, ability to use mouse, multiple monitors, and touchpad
Communication Skills, Reasoning Ability and / or Mathematical Skills :
Detail oriented with excellent time management skills
Exceptional problem solving and organizational skills
Strong analytical and time management skills
Excellent verbal and written communication skills
Full time (40 hours / week)
Paid Training is from 9 : 00 AM to 5 : 30 PM Monday to Friday
After training, Shift is Monday to Friday 11 am to 6 pm.