Bilingual Technical Support Specialist

Bilingual Support Specialist

Responsible for supporting stores with Level 1 IT-related problems as well as Triage non-IT issues to the appropriate department.

Primary Responsibilities:

• Serve as the first point of contact for stores seeking assistance raised by phone, email and/or through a ticket
• Triage specific concerns related to other teams/department
• Troubleshoot software, hardware and basic network issues over the phone
• Follow-up and update end user/store on status of ticket and or resolution
• Document incidents, problems and troubleshooting steps taken and comments in a ticketing management system
• Schedule service technicians for any onsite technical support/repairs needed
• Direct unresolved issues to the next level of support (IT operations-technical support team)

Qualifications and competencies:

• Minimum 2 years experience as a Customer Service or Helpdesk agent
• Bilingual: French & English (written and spoken)
• Proven abilities in PC configuration
• Knowledge of Windows 10, and Google related applications (Google Mail, Google Docs, Google Drive, etc)
• Knowledge of Apple related Hardware
• General PC troubleshooting and repair knowledge
• Proven communication and customer service skills
• Ability to work in a fast-paced environment and adapt to change
• Experience in retail considered an asset