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Bilingual Service Desk Operations Representative

  • Location: Saint-Laurent

Posted 15 days ago

  • Sector: IT Support & Tech
  • Contact: Dawn Roselle
  • Duration (Weeks): 48.0
  • Start Date: 2022-05-24
  • Expiry Date: 05 June 2022
  • Job Ref: 15550

Job Title: Bilingual Service Desk Operations Representative 
Type: Contract to Hire
Location: H4R 2NS
Working from: Most of the work will be able to do from home but the 2 weeks training will be done from the office.  On rare occasion, they might be ask to come to the office
Duration: 12 months temp to hire
Start Date: May 23, 2022 or sooner
Days/Hours: We need 1 resource for each shift
Sunday to Thursday 7am to 3:30pm
Tuesday to Saturday 7am to 3:30pm
Friday to Tuesday 7am to 3:30pm
Thursday to Monday 3pm to 11:30pm
Pay Rate: 30-40/hour depending on level of experience
Overview:
Provide Service Call Scheduling and Management support to Customers, Service Delivery Team Members, Field Associates, and Business Management Team Members, sharing in the responsibility of meeting customer service performance expectations

Responsibilities:

  • Monitoring real time operation of the Call Management System to ensure Service Level Agreement (SLA) is being met and all available Customer Service Engineers (CSEs) are actively assigned to calls - Continuously monitoring (GANTT Patrol) on the Call Management System to ensure maximum productivity of CSEs
  • Reviewing call lists; determining initial urgency and scheduling/escalating appropriately thru interface with CSEs, Business Team, and customers
  • Utilizing team/geography knowledge to schedule CSEs appropriately and provide feedback to Business Team to improve resource efficiencies
  • Participating in conference calls as required
  • Escalating urgent service needs and CSE-related issues and concerns to appropriate management team
  • Assisting in training new Service Desk Representatives in using the Call Management System
  • Processing Customer escalation requests for update on service (i.e. ETA €™s/part updates/appointment request confirmation/etc.)
  • Proactively initiating Customer escalations based on service level requirements
  • Supporting Field Technicians via phone calls and email requests
  • Supporting Customers via phone calls and email requests
  • Ensuring quality of service by adhering to our phone/email SLAs and answering inbound phone calls and emails within SLA
  • Active monitoring and working within critical departmental systems. These include: CLICKSchedule, VCC, Outlook, Skype, eServices, XMS, ETS, EBS, RealSuite and more

Qualifications:

  • Reliable and Dependable
  • Demonstrates the ability to communicate (written/oral) effectively in French and English
  • Function well within a team environment
  • Ability to multi-task in high paced work environment
  • Strong analytical and problem solving skills
  • Excellent phone and email etiquette
  • Ability to use logic and understand business efficiency
  • Microsoft Word and Excel skills
  • Ability to learn new systems/software in above average time frame
  • Knowledge of Canadian geography and knowing how to read a map
  • Experience in customer service, banking, call center, field service or high volume production scheduling required
  • Related College diploma preferred