Unilingual Service Availability Rep

Please apply online, OR send your resume to resume2013@gc-employment.com with job title "Unilingual Service Availability Rep - 16950" in the email subject. 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 - Above average written and oral communication skills in French is an asset - Ability to work flexible schedules in a 7/24 environment; we typically offer weekly rotations including evening shifts, day shifts and week-end shifts; when we don’t have volunteers, we require team members to cover overnight shifts as well. - 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: $ 17.50/hr