Requirements: English
Company: Kaba Ilco
Region: Montral, Canad
Under the authority of the Customer Service Supervisor, the incumbent will provide customer and technical support to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. This person is also responsible to thoroughly enter and process consumables/parts orders, as well as issuing RMA for returns. The Technical Support Agent must ensure the inbound call coverage within established targets, with courtesy, and while ensuring highest level of client satisfaction. Mandate : Temporary 6 months (possible extension) RESPONSABILITIES: Answer inbound calls, ensure we meet/exceed Live Handle target Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services Gather customer''s information and determine the issue by evaluating and analyzing the symptoms Diagnose and resolve technical hardware and software issues Follow standard processes and procedures Identify and escalate priority issues per Client specification Redirect problems to appropriate resource Accurately process and record call transactions using in MS Axapta Process order entries, quotation requests.(data entry) Respond to client technical inquiries as per existing technical charts Issue RMA''s (Return Material Authorization) for product repair/evaluation. Stay up-to-date on product knowledge, process, etc. Promote online services, Web store & Support Be part of the on-call rotation team (off hours Emergency support) Take part and support continuous improvement programs. All other tasks related to the position.**REQUIREMENTS**: College degree in electronics, computer science, or pertinent experience in similar fields Minimum 2 years'' experience in customer service Excellent communication skills in French, and English. Spanish is an asset Available to work within the window of 8am to 8pm, as well as occasionally be on-call(off-hours) PC capabilities (Excel, Word, Internet, Lotus Notes), Basic knowledge of TCP/IP networks including firewalls, IIS, DNS, SQL Well organized, self-starter, handle responsibilities, Organized, Multi tasks & call control skills. Strong Customer Service orientation