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System Soft Technologies: Onsite Technical Support

System Soft Technologies

This is a Full-time position in Montreal, QC posted February 20, 2021.

Preferred locals to Montreal, QC preferred Job Summary:An Onsite Technical Support consultant Responsibilities:1.Maintains daily communication with team and hits productivity standards.2.Receive incoming customer calls, emails, and trouble tickets for both Incidents and Service Requests3.Responds to High and Critical priority tickets/projects according to standard operating procedures4.Serve as Customer-facing and Second Tier responder for all Incidents and requests.

5.Monitor and troubleshoot all production networks, servers, applications and services.

Evaluate and escalate issues as needed6.Provide Onsite technical support via a combination of telephone and remote support tools7.Take deliveries from Homebased user of returned equipment, Update Asset software 8.Manage deliveries of tapes and outgoing packages9.Communicate (both verbally and in writing) with customers in a formal and professional manner10.Create and manage the lifecycle of Incidents and Service requests in the company’s trouble ticketing system11.Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to resolve customer issues, transfer knowledge to L1 technicians.12.Ensure escalations are handled in a professional, consistent, and relentless manner.13.Become SME on assigned technology and train the rest of the team14.Adhere to the OST Ops Manual15.Other duties as may be assigned by the Team Lead or Manager Experience and Qualification: 1.1-2 years of system administration experience2.ITIL Foundation or equivalent experience3.Ability to contribute to a high-performing, motivated workgroup4.Ability to contribute to the creation of an environment that motivates colleagues5.Ability to work creatively and analytically in a problem-solving environment6.Excellent oral and written communication skills