Are you open to a new role? We are looking for Bilingual Technical Support Line Agents for our large scale government agency client in Toronto. 

Overview

• Location: Onsite at Don Mills & Eglinton
• Hours: 36.25 hours per week
• Shifts: Evenings and weekends. Agents will be expected to work in shifts, morning or afternoon, between 9 AM to 9 PM including weekends. 
• Languages: Must be bilingual in French & English
• Approximate Start Date: February or March 2025

Responsibilities

• Manage the telephony software and the first level support of the internal
  ticketing systems
• Manage the automated email setup and configuration of incoming emails and act as
  first point of contact for additional staff during to ensure consistency in process and
  messaging
• Maintain strong customer relationships by managing inquiries professionally and
  ensuring resolutions are accurate, even if they require additional time or discussion.
• Provide accurate, consistent tier one support for incoming technical and troubleshooting queries related to on-premises software, SharePoint, Teams, and other applications, including hardware issues. Use problem-solving skills to identify the root cause of issues, troubleshooting, including connectivity, performance, or configuration problems
• Provide step-by-step guidance to users for resolving common issues, ensuring they understand the solutions.
• Identify trends in first tier inquiry patterns and report findings.
• Assist with inbound and outbound emails and provide consistent responses to email inquiries pertaining to electoral administration within the defined (Service Level Agreements) SLAs - for Queue Service Level.
• Manage ICE telephony software by updating the "Line of Business (LoB)" after each call and ensuring accurate information is logged into the internal "Ticketing System”
• During an event (29 calendar days), the agents are expected to work in shifts (Morning or Afternoon) between 9:00 a.m. to 9:00 p.m., including weekends.

Qualifications

• Experience with ‘Customer Support’ practices and processes (including customer service level commitments and protocols) to follow detailed instructions and scripts when answering telephone and/or email inquiries
• Interpersonal and superior verbal and written communication skills in English and French to maintain effective relationships and relay information clearly to stakeholders, including staff, Returning Officers, and their staff
• Knowledge of all Microsoft software products, imaging software, PC desktop and laptop/computer hardware, network cabling and telecommunications applications to troubleshoot hardware/software issues.
  
• Knowledge of installation techniques and methods for hardware and software, including operating systems, non-standard software and hardware and emerging technology to perform installation services and troubleshoot problems with computer hardware/software/peripherals and PDAs.
  
• Requires knowledge and awareness of new trends and technologies in the systems industry to test new products for compatibility with current standards.
  
• Strong relationship management, problem-solving and analytical skills to ensure inquiries are addressed thoroughly and accurately.
  
• Must be legally entitled to work in Canada.