Skills

Communication Problem Solving Customer Service Training Project Management

Job Specifications

Kelly has partnered with our client in the banking and financial services industry to recruit for a Bilingual Technical Support Specialist in London, Ontario.

Job ID: 57498

Job Title: Bilingual Service Availability Reps I

Duration: Apr. 6/26 to Apr. 4/28

Hours: Rotational shift: Changes every week 24X7X365

Pay Rate: Day Shift -$23.50, After 9pm Shift – $25.15, Overnight Shift - $25.99/hour

Locations: Onsite- London, Ontario N6B 3L1

Reminders:

-Must be local - 100% onsite in London

- Candidates must be okay using mobile device for multi factor authentication

- No time off permitted in 1st week for training, ideally no time off for weeks 2 to 4- must be approved by manager.

- Annually- contractors are not permitted more than 3 weeks time off. Must be approved by manager ahead of time.

- Being fully bilingual for this role is a MUST have. French component during interview.

-Technical experience MUST be elaborated on in resume

- candidate will not be shortlisted without this information elaborated on.

- Please explain any longer gaps in the resume.

Duration: 2 years

Conversion: Yes

Shift schedule: Rotational shift: Changes every week 24X7X365

Need to be able to work all 3 shifts

Business Unit: 4 - Ts ITS Employee Enablement (S_0001604)

Interviews - Onsite

TIMELINES/IMPORTANT DATES:

• Halting: March 9th at 10am

• Target interview: ASAP- 2 rounds. First round will be a tech assessment and language skills assessment onsite. 2nd interview, will be a full length interview.

• Interview de-brief: asap

CANDIDATE PROFILE DETAILS:

Reporting to: Angela Galloway

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 colleague calls/emails

(2) Ensure accurate and detailed problem documentation/ticketing

(3) Provide timely escalation and follow-up with support groups and colleagues

(4) Identify and escalate wide-impact or potential wide-impacting outages

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

(5) Build ongoing support proficiency for other skills and applications

MUST HAVE:

• Bilingual : Fluency in French and English (read, speak, write)

• Above average computing and navigational skills

• Exceptional customer service skills

• A team player who collaborates effectively with peers and other teams but can also work well independently

• Good knowledge of Microsoft O365 (Word, Excel, OneNote and PowerPoint)

• A technical support background or related education – troubleshooting exp

• Ability to type at least 35 words per minute

• General knowledge and understanding of PC hardware and components.

NICE TO HAVE:

Experience with ticketing systems is an asset
Technical degree and/or IT Certification preferred

"Provides technology-based customer service support and conducts first level analysis to resolve end user incidents / issues working with technology groups, to resolve within established timeframes.

KEY ACCOUNTABILITIES

CUSTOMER:

Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions
Ensure change activities are performed on time, minimizing risk to the service/business environment
Monitor resources to ensure availability associated with business applications and technology
Identify, resolve, or escalate service delivery issues and/or complaints
Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery
Maintain proficient knowledge of technology components, applications, clients/customers and business services
Prioritize activities to ensure time invested is appropriate to the availability impact
Provide seamless integration of activities and processes, recognizing system interdependencies
Act as an information source to colleagues, business partners and clients/customers
Ensure prompt and timely updates to service issues, and follow through on outstanding problems

SHAREHOLDER:

Deliver and maintain accurate reports and documentation
Follow established procedures and standards
Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
Maintain a secure work environment and ensure adherence to notification and escalation processes
Communicate effectively within the team relative to service issues and scheduled changes
Recommend improvements and enhancements to internal departmental processes
Comply with well-defined enterprise technology delivery practices and standards and project management disciplines

Skills:

Verbal and written communication skills, problem solving skills, customer service and interpersonal skills.
Basic ability to work independently and manage one's time.
Basic knowledge of circuit boards, processors

About the Company

We've been helping organizations find the people they need longer than any other company in the world. Since inventing the staffing industry in 1946, we have become experts in the many industries and markets we serve. With a network of suppliers and partners around the world, we connect more than 450,000 people with work every year. Know more