Computer Help Desk Technician

Job description

ROLE PURPOSE: As a Computer Help Desk Technician, your main duties consist of handling telephone calls and e-mail requests from customers who need assistance with troubleshooting computers and peripherals.ESSENTIAL DUTIES AND RESPONSIBILITIES: Provide technical assistance and education to customers via telephone, remote access applications on computer and peripheral related issues (i.e. basic anti-virus/spyware/grayware protection, basic application operation, wireless applications and data backup.Help customers on incoming calls with their protection plans on a variety of consumer electronics or products including but not limited to computer products, TVs , Major Appliances, and cell phonesIn particular, the Computer Help Desk Technician will be responsible for over phone technical assistance on a variety of consumer electronics with an emphasis on computer products.Troubleshoot operating system problems and software /failures to identify hardware/software-related failures.Formulate and communicate resolutions for computer issues.Identify customer's behavior that puts their system at risk. Make suitable recommendations to prevent vulnerabilities and repeat customer contact  Arrange appropriate service for hardware failure through approved service outlets  Assist in escalated matters from customers and service providers   Make recommendations for improvements to Help Desk operationQUALIFICATIONS: Bilingual preferred (English & French)Minimum 1 year of customer service experience and/or call center experienceExcellent customer service skills and strong communication skillsA working knowledge of PC hardware/software troubleshootingAbility to analyze and solve problems pertaining to hardware and software on home and small office computer systemsAbility to handle multiple responsibilities concurrently in a fast paced environmentMust have a working knowledge of Windows 10Positivism, dynamism, team spiritPERKS: You will be an employee not an independent contractorKeep the same shift for 6 monthsTwo weeks of vacation, three sick days and three personal days yearlyTwo consecutive days off weeklyFull benefits after 30 daysFree ParkingEARNING POTENTIAL: Base hourly Rate (English): $18.80Base hourly Rate (Bilingual): $19.80Hourly incentive for hours worked after 5pm and weekend shifts: $0.50Monthly Bonus plan: Up to $600/monthReprésentant du service d’assistance informatiqueFONCTIONSÀ titre de technicien de service d’assistance informatique, vos principales tâches consistent à traiter les appels téléphoniques et les demandes par courriel de la part de clients qui ont besoin d’aide pour résoudre des problèmes liés aux ordinateurs ou aux périphériques.TÂCHES ET RESPONSABILITÉS FONDAMENTALESOffrir une assistance et de l’information techniques aux clients par téléphone ou par accès à distance afin de résoudre des problèmes liés à un ordinateur ou un périphérique (c.-à-d., protection de base contre les virus/logiciels espions/applications potentiellement indésirables, fonctionnement de base des applications, applications sans fil et sauvegarde des données).Aider les clients lors d'appels entrants avec leurs plans de protection pour une variété d'appareils électroniques ou de produits de consommation, y compris, mais sans s'y limiter, les produits informatiques, les téléviseurs, les gros appareils électroménagers et les téléphones portables.En particulier, le technicien du service d'assistance informatique sera responsable de l'assistance technique par téléphone concernant une variété d'appareils électroniques grand public, en particulier les produits informatiques.Résoudre les problèmes et les pannes liés aux systèmes d'exploitation, aux logiciels et au matériel, puis déterminer pourquoi ces problèmes n'ont pas été identifiés.Formuler et communiquer des solutions aux problèmes informatiques.Détecter le comportement du client qui met son système à risque. Faire des recommandations utiles afin d’éviter les vulnérabilités et la répétition des appels du client.Prévoir les réparations pertinentes, par l’entremise de centres de service autorisés, en cas de défaillance de matériel.Aider à résoudre les problèmes prioritaires des clients et fournisseurs de services.Formuler des recommandations d’améliorations aux opérations du service d’assistance.COMPÉTENCESBilinguisme de préférence (anglais et français)Au moins un an d’expérience dans le service à la clientèle ou dans un centre d’appelsExcellentes compétences en service à la clientèle et très bonnes compétences en communicationConnaissance pratique du dépannage de matériel informatique/logicielsCapacité d’analyser et de résoudre les problèmes liés au matériel et aux logiciels sur des systèmes informatiques de bureau personnel ou domestiqueCapacité d’assumer plusieurs responsabilités simultanément dans un environnement dynamiqueConnaissance pratique de Windows 10Positivisme, dynamisme, esprit d’équipel'expérience en matière de vente et de fidélisation est un plusAVANTAGES: Même quart de travail pendant six moisDeux semaines de vacances, trois jours de congé de maladie et trois jours de congé personnel par annéeDeux jours de congé consécutifs par semaineAvantages sociaux complets après 30 joursStationnement gratuitPOTENTIEL DE RÉMUNÉRATION: Taux horaire de base (anglais) : 18,80 $Taux horaire de base (bilingue) : 19,80 $Prime horaire pour les heures travaillées après 17 h et les quarts de fin de semaine : 0,50 $Régime de primes mensuelles : Jusqu’à 600 $/moisJob Type: Full-timePay: $18.80-$19.80 per hour

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