Bilingual Help Desk- Markham

Industry

Call Center and Customer Service

Advert ID

CAN_508407

Location

Markham

Job Type

Contract

Hours

Full-Time

Salary Range

Based on Experience

No. of Openings

1

Branch Information

Markham, ON - North - (CAN) 3600 Steeles Avenue East ON Markham , ON L3R 9Z7 Phone : -

ContactNumber

-

Job Description

 Provide customer support to client via all incoming support channels - Example: via telephone, email, chat and web channels

 Performing callbacks as required.



REQUIREMENTS

 Excellent communication and customer service skills

 Understanding of system resources and allocation

 Minimum keyboarding speed of 30 WPM

 Flexible work style - ability to work shifts and weekends

 Professional work attitude, ability to learn

 Proficient in demonstrating ability to identify solutions based on established processes and procedures (e.g.HELP DESK Knowledgebase Tool)

 Accurately log all interactions via established business processes and tools





HELPCENTRE 0 (BL)

POSITION OVERVIEW/CORE TASKS

 Same as HELPCENTRE 0 CSC, with both written and verbal bilingual skills. This additional language skill is paid only if requested by IBM.



HELPCENTRE 1 CSC (HDN)

POSITION OVERVIEW/CORE TASKS

 Same as HELPCENTRE 0 Novice, plus

 Identify and/or coordinate hardware/software requests and offer solutions for IBM or customer accounts.



REQUIREMENTS

 Same as HELPCENTRE 0, plus

 Learn and become knowledgeable of customer products and services

 Demonstrate effective soft skills, active listening skills, and ability to empathize with customer's situation.

 Act with sensitivity in all customer interactions

 Effectively manage length of calls/handle time

 Promote teamwork and contact center success

 Desktop Hardware and associated peripherals

 Microsoft Standard Office Products (Outlook/Word/Excel)



 Proficiency in navigating and configuring the OS

 Ability to function in multiple accounts with multiple skill set requirements

 Buyer requires testing on common call center requirements (Operating platforms, Service Desk Softskills, Commercial Off the shelf Products) and reserves the right to adjust the requested testing as needed based on latest technology in the industry.

 Supplier will review current testing on a semi-annual basis and provide recommendations on improvements to testing model.

 Passed the test with a minimum score of 70% and up to 84%



HELPCENTRE 1 (BL)

POSITION OVERVIEW/CORE TASKS

 Same as HELPCENTRE 1 CSC, with evidence of both written and verbal bilingual skills. This additional language skill is paid only if requested by IBM.



HELPCENTRE 1 (ML)

POSITION OVERVIEW/CORE TASKS

 Same as HELPCENTRE 1 CSC, with evidence of both written and verbal multilingual skills. This additional language skill is paid only if requested by IBM.



HELPCENTRE 2 CSC

POSITION OVERVIEW/CORE TASKS

 Same as HELPCENTRE 1 CSC, plus

 May be responsible for resolving more complex support requests.

 Able to provide support to new team members.

 Passed the test with a minimum score of 85%



HELPCENTRE 2 (BL)

POSITION OVERVIEW/CORE TASKS

 Same as HELPCENTRE 2 CSC, with evidence of both written and verbal bilingual skills. This additional language skill is paid only if requested by IBM.