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Job Description
Technical Support Agents Required for a Canadian Telecom Account in Sutherland.
Provide support service to Users such as but not limited to the following:
- Managing the ODCC platform (Virtual call center) for many companies that use the system.
- Troubleshoot system errors.
- Discover solutions and workarounds for the customers’ requests.
- Troubleshoot Microsoft Office 365 exchange admin center.
- Support clients to be able to handle their ODCC inquiries and specific configuration.
- Escalate to vendors and manage calls between vendors and customers.
- Follow up with the vendors on daily basis to get an update.
- Attend weekly/biweekly vendors’ calls.
- Send communications/maintenance notes to the customers when applicable.
- Assisting and guiding customers with configuration request.
- Performing the necessary troubleshooting over the phone.
- Extracting and analyzing customers’ call center reports.
- Responsible for referring the issue to the suitable department.
- Generating daily reports for the incidents.
- Providing L0, L1 & L2 service to all customers.
Job Requirements
- Fluent in French and very good English level.
- Technical background (is a must).
- Office 365 knowledge.
- Flexible to work on rotational shifts basis.
- University Graduate is a MUST.
- MS Office Applications
- Alexandria resident is a MUST.
Offered Package & Working Conditions:
- Very attractive package.
- Private Medical Insurance.
- Social Insurance.
- A door to door transportation for all night and overnight shifts.
- Professional training under the supervision of certified trainers.
- 9 working hours including 1-hour Break (rotational).
- 2 Days off per week (rotational).
