Job Description:
The Bilingual Technical Support Representative is responsible for
handling customer and Skillsoft employee inquiries through live help, phone and
email in both French and English.
Job Responsibilities:
In-depth
understanding (“expert user”) of the functionality and capability of Customer
Service tools
Liaison
with client and ensure client’s needs are met.
Compile
client reports as requested
Administers
all clients in SkillPort
Routes
or answers all incoming communication (email, phone, or other) from customers
and clients.
Maintains
student database
Keeps
up-to-date on course/curriculum offerings’ changes to certification tracks;
recommend course orders.
Familiar
with all Skillsoft products; including Books24x7 and GoTrain
Maintains
workload measurement time sheets to be submitted to Team Leaders
Attentive
to service level agreements
Job
Requirements:
Post-secondary education in a related field or an
equivalent combination of training and experience
Competency in written and
spoken French; as well as written and spoken English
Previous
experience (1+ years) working in a Technical Support function or a Customer Service Center
for an e-business company, Internet Service Provider or software vendor, with
experience providing service to both consumers and corporate customers
Good knowledge of Windows
XP/2007/2008,
eCommerce and Web/Internet platforms.
Experience with the
following software: Microsoft Office (Microsoft Word, Excel, Power Point,
Access and Outlook)
Java, HTML, firewalls, and proxy servers
Skills
Required:
Ability to communicate
information and ideas clearly and concisely, orally and in writing
Excellent time management and
organizational skills; you must be results and deadline oriented.
The ability to function in a
team-oriented environment
Understand and utilize new
technologies / systems.
Strong analytical and
troubleshooting skills; proactive in short and long-term problem solving
Typing speed of at least 40
wpm
Ability and willingness to
learn and participate in ongoing education
The ability to capture and
manage client requirements and expectations
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