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Bilingual (English&French) Technical Support Representative
Location Toronto
Start Date 6/22/2017
Type Direct hire
Created 6/8/2017
Salary
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Bilingual (English&French) Technical Support Representative

The Enterprise Service Desk offers 2 distinct functions:

(1) A single point of contact for technical support and general queries (including password, hardware, software, e-Messaging, Blackberry) to TD Bank Group employees in Corporate, Retail, Wealth, Phone Channels and beyond

(2) Support for the S3 and C3 applications used primarily by Retail Branches.

The business operates 7/24/365 in a bilingual, team oriented environment with over 100 front line support representatives across two sites, London and Toronto. Working in collaboration with support teams, the business relies on Service Desk employees vast expertise of technical and application related knowledge to deliver excellent customer service and problem resolution.

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

(4) Identify trends and opportunities for improvement as well as provide ongoing feedback

(5) 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

Pay rate: $18.52/hr

2-year contract

How to apply:

 Send your resume to itjob@gc-employment.com with the subject "Bilingual (English&French) Technical Support Representative"

Please note: 
• Must be bondable.
• Your "Employment History" on resume should include the starting and ending MONTH and year for every position.
• Incorrect email subject may cause the delay of your application