Requirements:

• basic IT literacy and willingness to learn,
• high communication skills, customer attitude,
• responsiveness and flexibility,
• teamwork skills,
• high motivation,
• learning skills,
• 24/7 shift environment (including nights, weekends and holidays) – if required,
• bachelor's Degree,
• English: Intermediate,
• French: Fluent.

Job responsibilities:

• be available to receive any new calls at start of shift,
• ensure consistent productivity and quality of service,
• meet SLAs and individual KPIs, maintain customer satisfaction,
• ensure that all tickets are logged and assigned according to the account's procedures,
• handle any frontline technical queries and fix or log them appropriately accurately reflecting content of the call,
• handle and assist second level teams with problem determination,
• escalate queries when required to appropriate personnel,
• minimize outbound call duration and quantity,
• monitor ticket queues,
• apply end to end ticket and call handling expectations of account,
• escalate any issues as soon as they arise to the appropriate contact,
• identify knowledge management gaps and drive closure.

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