Service Desk Agent Lv1 - French/English - Mc418

Overview:
This Job is for 1st Line Support to Customers.
Essential Function: Creation of trouble tickets for customers.Executing consistent tasks via workflow tooling to triage new issues.Communications via telephone calls to/from Customers plus interactive chat sessions.Engagement of Specialist teams as directed by workflow tooling/procedures.Troubleshooting of technical problems related to customer systems.Mentor the junior agents in their initial time in the company to become efficient and professional part of the team.Document new technical solutions to the incoming problems within the knowledge database.Deputize for Senior agents and specialized roles as required.Key Competencies: Technical: Good IT knowledge.Non-Technical: Excellent communication skills (Verbal, Written, Technical & Interpersonal).Excellent telephone manner.Good problem solving skills.Professionalism at all times.Assertiveness.Good timekeeping.Ability to work well under pressure, set priorities and make well considered decisions.Drive enthusiasm, initiative, commitment and self-motivation.Resourcefulness and flexibility.A desire to learn new skills.Ability to work well in a team.Interface effectively with all levels of management both internally and externally.Qualifications: Required Education and Experience: 2+ Years experience in a Customer facing role.1+ years' experience in a Helpdesk Environment.Languages: French.English.Spanish.
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