Tech Support in Ottawa at BCforward

Date Posted: 8/12/2019

Job Snapshot

Job Description

Tech Support

BCforward is seeking a qualified Tech support at Ottawa, Canada

Position Title : Tech support

Expected Contract length : 24 Months with possibility of extension or Permanent (depends on your client needs and your performance in the contract)

Location : Ottawa, Canada

Job Description:

  • English and French speaking candidate required:
  • The selected candidate will perform a Technical Solutions Rep role and will be working with large accounts/ IT technicians and Partner agents and assist them in diagnosing and fixing any issues with the Client product or related applications.
  • The applicant should be able to apply developed knowledge of the job skills, company policies and procedures to complete a wide variety of assignments/tasks. Thorough understanding of the general/technical aspects of the job. Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment. Works under limited supervision and normally receives no instruction on routine work and general instructions given for new assignments.

    Responsibilities:

  • Working more independently and from a standard protocol to respond to customer issues. Moderate judgment may be used to supplement the outlined process.
  • Successfully resolve moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
  • Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty through enterprise).
  • Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements.
  • Work is reviewed periodically by Supervisor or Team Lead.
  • Willingness to work in rotating shifts

    Education and Experience Required:

  • High school education or equivalent. Typically requires over 3 years general experience, or equivalent combination of experience and college level education.
  • Candidates with technical certifications will be preferred - MCSE, A+, N+
  • Previous experience supporting Consumer & Commercial Products on PC or Printers
  • Knowledge of related applications customers use on PC/ print

    Knowledge and Skills:

  • Superior skills in both written and verbal communication.
  • Experience in customer facing role either remote or face to face.
  • Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite)
  • Problem solving skills.
  • Accuracy in data entry.
  • Excellent fluency in language to be supported.
  • Experience in a phone based remote role, e- support, e-chat or similar.
  • Familiarity with computer technology, Technical knowledge on Print or Computer Hardware & Software
  • Knowledgeable in call routing and case management processes as well as case logging systems
  • Understands application of processes and tools.
  • Adept at using the company's Knowledge Management System and appropriately documenting troubleshooting steps on the CRM system.
  • Demonstrate Customer First culture by ensuring end to end ownership of every case/call received.
  • Work with different Internal teams to ensure technical solution & customer satisfaction
  • Must have prior experience in telephonic support - setup, configuration and troubleshooting of PCs, Basics of Networking and Printers

About BCforward:

BCforward began as an IT business solutions and staffing firm. Founded in 1998, BCforward has grown with our customers' needs into a full-service personnel solutions organization. Headquartered in Indianapolis, Indiana, BCforward also operates numerous delivery centers across North America and India. We are currently the largest consulting firm and largest MBE certified firm in Indiana. Our uninterrupted growth has allowed BCforward to deliver uniquely configured IT staffing and project solutions for over years of catering to our customers' specific needs. BCforward currently maintains a team of over 5000 global resources. With our additional brand, Stafforward, together we have the capabilities to deliver services for a variety of industries in both public and private sectors which allows us to address your most challenging needs.

If you are not available or if you know someone who might be a fit for this position from your circle, please do refer them. Kindly pass this email along and send us the resume so we can try to place the consultants based on the suitable roles available.

Interested candidates please send resume in Word format Please reference job code 90880 when responding to this ad.