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Bilingual Help-Desk (Part-Time/Home Office) Montreal, PQ   
Posted:  1/11/2019
Job Description

Please note this is a work from home position with work equipment provided.
Alphanumeric is hiring a Bilingual Help-Desk to work from home providing level one technical support in English and French to clinical clienteles via inbound calls, emails and tickets.
Alphanumeric Systems provides global IT support in 9 different languages (English, French, Spanish, Portuguese, Japanese, Mandarin, German, Russian and Italian)
Our job positions do not involve any selling or providing medical advice. We offer full and comprehensive training.

A downtown location (Square Victoria Metro)
Work from the comfort of your home
Life, medical and dental benefits (after probation)
Employer-paid E-Learning courses
Employee recognition awards
Referral bonus program
Team building activities/events
Continuous coaching, training and development.

Position Summary:
  • Provide Service Desk support to external customers and users
  • Receive, document and track all incoming customer/user calls for immediate remedy and closure
  • Utilize computer and database information to update incident status
  • Serve as the single point of contact (SPOC) for incidents, including owning the call through closure
Essential Functions and Responsibilities:
  • Provide service desk support to contracted clients
  • Use defined procedures for responding to customer calls
  • Collect information from caller and document data elements in designated tool
  • Maintain records of all calls from customers using designated Service Management tool
  • Provide detailed documentation of all steps involved in resolving customer issues
  • Escalate issues to the appropriate department and personnel
  • Investigate, examine, troubleshoot and solve hardware and software issues quickly
  • Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers
  • Provide support and instruction for client products
  • Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
  • Update knowledge base for all clientsUnlock and reset passwords for user accounts
  • Resolve issues for clients using designated remote access tool
  • Ability to have flexible schedule to assist in responding to emergency support issues and situations
  • Other duties as assigned
Job Requirements: Education and/or Experience:
  • MUST be fluent in English and French with excellent written and oral communication skills.
  • Minimum 1 year of experience as a Service Desk Analyst or equivalent customer service position.
Computer Skills:
  • Proficient in Windows, Microsoft Office Applications
  • Basic keyboarding skills, ability to use mouse, multiple monitors, and touchpad
Communication Skills, Reasoning Ability and/or Mathematical Skills:
  • Detail oriented with excellent time management skills
  • Exceptional problem solving and organizational skills
  • Strong analytical and time management skills
  • Excellent verbal and written communication skills
Work schedule: 
Training is full-time from 8:00AM to 4:30PM Monday to Friday
Shift hours: 8AM to 5PM [Tuesday to Thursday]
9 hours per day [1 hour unpaid lunch]
TOTAL = 24 hours per week
MUST be fully available and committed to both training and working hours. 

Job Requirements

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