Job Scope

The company Infrastructure Services Operations’ division operates high quality services, including Help Desk support for the whole range of product, services and solutions. The Global Support Center structure of this division is articulated around three strategic Call Centers, one in Europe, one in Canada and one in Singapore. The Global Solution Center is a business to business support environment.



Key Responsibilities

• The Customer Support Specialist team is responsible for processing Trouble Calls from services end-users: ensuring all problem solving, and follow-up steps are followed until complete resolution of the problem.
• Provide escalation service intending to warn the different operational layers of the problem and provide a reporting service as well as Fault Analysis reports.
• To ensure that Trouble Calls issued by services end-users are correctly logged.
• To ensure that Field Service technician is dispatched to the faulty equipment and that resolution steps are followed-up to the complete resolution of the problem.
• In the event that problem cannot be resolved within stipulated timeframes to escalate fault to the appropriate department / team for action and to track the problem till these are resolved.
• To update customers regularly as to the status of their fault reports in order to meet the global service level agreement requiring regular customer updates.
• To monitor messages in order to update fault reports.
• To monitor and support Desktop Technical Service fault reports through from first report to restoration of service. (Close the incident or call)
• To achieve and exceed level of service requirement with customers.


Qualifications

- Expected to work shifts in a 7x24 operation
- Education and training: Minimum of College degree or work equivalent
- Experience: Customer-facing and Customer Service positions, as call center or customer service agent desirable, 1 to 2 years of relevant experience will be advantageous
- Technical competencies: Basic PC skills, OS II knowledge, MVS experience or experience in supporting airline or travel application software (TPFS)
- Languages: High level of proficiency in spoken and written English, Spanish, Portuguese and French
- Full time and/or part time positions
Excellent Customer Service Focus

- Team Spirit
Adaptability
Decision making and responsiveness
Effective communication skills
Ability to work in a multicultural and international environment
Dedicated and stable

Please send your resume via email to job@itchapter.com indicating the job title in the subject line.

Date: August 14, 2008
City/Town: Montreal
Location: QC/Montréal
Wage/Salary: 40000$+
Start: Immediatly
Duration: Unlimited
Type: Full Time
How to apply: Please send your resume by email in MS-Word format
Company: Andante - IT Chapter
Contact: Olivier Abecassis






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