Bilingual (French) Service Availability Rep

Please apply online, OR send resume to: resume2013@gc-employment.com with the subject “JD 16586 - Bilingual (French & English) Service Availability Rep (London)”. Please note that incorrect subject won't be read by our recruiters. Job Description / Accountabilities: The primary accountability of this position is to provide first level technical support. Key responsibilities include: (1) Respond to a variety of inbound customer calls/emails (2) Ensure accurate and detailed problem documentation/ticketing (3) Provide timely escalation and follow-up with support groups and customers (4) Identify and escalate wide-impact or potential wide-impact outages (5) Identify trends and opportunities for improvement as well as provide ongoing feedback (6) Build ongoing support proficiency for other skills and applications Team members receive in-depth classroom training and shadowing and are measured using a performance scorecard approach which highlights productivity, customer interaction, first contact resolution, support proficiency and ticketing quality. Qualifications / Skills / Experience: Excellent written and oral communication skills in English and French Ability to work flexible schedules; based on French coverage business needs (which are subject to change), we typically offer weekly rotations including early evening shifts, day shifts and week-end shifts; when we don’t have volunteers, we may require team members to cover overnight shifts as well; candidates with more shift flexibility and who meet our hiring criteria will be considered first. Above average computing and navigational skills Exceptional customer service skills Experience with ticketing systems is an asset A team player who collaborates effectively with peers and other teams University Degree or a College degree/diploma is considered an asset Good knowledge of Microsoft Office 2010 (Word, Excel, OneNote and PowerPoint) is an asset Technical/Troubleshooting ability (note: candidates with good technical breadth/aptitude will be prioritized): A technical support background or related education including experience with some or all of the following: Windows XP, Windows 7 IE6/8, VOIP, Centrex, PCOMM/Host, Active Directory, Citrix/Remote Access, e-Messaging, Lotus Notes and Blackberry Experience with iPad, Playbook, Smartphone and Android devices is a definite asset Please note: • All candidates must successfully pass a credit & criminal background check • Your ""Employment History"" on resume should include the starting and ending MONTH and year for every position. Shift: Rotational, 24/7, 365days/yr Salary: $ 18.52/hr