Any of my friends in Toronto looking for a job? Let me know if you (or anyone you know) fit this description. The pay is very good.
- Accepts ownership of all incidents assigned to them unless further dispatched to a service provider.
- Flexibility to accept all shifts in a 7/24 support environment. Owns the resolution of all incidents that are not dispatched.
- Ensures “signed on” and ready to accept calls at the commencement of shifts and adheres to break and lunch schedules in accordance with schedule.
- Records all incidents and requests in appropriate incident tracking system
- Provides complete and accurate documentation on status, progress and history of incidents resolved at first point of contact and closes the incident record upon resolution.
- Dispatches incidents to appropriate entity for escalation or support, updates communication and dispatch status in the incident record, and verifies escalated incidents are acknowledged by vendor.
- Minimizes the effects of incidents on the service levels by resolving troubles as quickly and efficiently as possible, or managing length of call
- Operating systems: NT workstation, Windows95/98/2000
- Servers: NT server and Novell Netware, MS Exchange server
- Applications: MS Office 97/2000, Visio 5/2000, MS Project, MS FrontPage.
- MOUS certification or equivalent experience
- A+ certification or equivalent experience
Nice to have
- (MCSE)Working knowledge of NT and Novell Servers.
- An understanding of networks.
- Excellent Analytical and problem determination skills
NICE TO HAVE TECHNICAL SKILLS:
- 1 or more years in a Call Centre/Customer Service environment.
- Ability to maintain customer service standards while meeting productivity standards
REQUIRED SOFT SKILLS
- Excellent Customer Service skills
- Ability to respond to irate customers in a professional manner
- Excellent Command of the English language – Verbal & Written
- Bilingual (French) – Excellent verbal and written communication Skills
- Typing Skills -50WPM