French Bilingual Associate Technical Support Engineer

Salary depends on experience
Posted on 02/23/18
Burlington, ON
Salary depends on experience
Posted on 02/23/18

French Bilingual Associate Technical Support Engineer

CA-ONT-Burlington

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Company Information

Job Description

PowerSchool is looking for a bilingual French-English customer support professional to work out of their Burlington, Ontario office.  As a Technical Support Engineer, you will be working in a fast-paced, dynamic environment, supporting the company's multi-platform application.  As part of this leading edge technical support team, you will participate in providing world-class support to a broad base of users via inbound phone calls. You will provide a unique mixture of solutions-oriented technical support and customer service, resulting in maximum customer satisfaction.

 

Responsibilities:

  • Working on a phone, chat, or email queue to provide application support to customers, pertaining to software functionality, incident resolution, and system configuration.
  • Contribute to the overall success of the customer, the support team and the company.
  • Escalates to Tier 2 and Tier 3 Support Engineering to resolve complex support issues.
  • Document and log support issues and subsequent resolution in CRM tool.
  • Create knowledgebase articles to address frequently asked questions.

Responsibilities:

  • Working in a phone and/or chat queue to provide application support to customers, pertaining to software functionality, incident resolution, and system configuration.
  • Contribute to the overall success of the customer, the support team, and the company.
  • Escalate complex support issues to the Escalation Tier.
  • Document and log support issues and subsequent resolutions in CRM tool.

Skills & Requirements

  • Bilingual French-English
  • Degree or equivalent experience in an IT related field.
  • Familiarity with relational databases such as Oracle and SQL Server preferred
  • Proficiency with MS Office required.
  • Must be a self-starter, have good organization / interpersonal skills and work well both independently and as part of a team.
  • Strong trouble shooting and analytical skills in conjunction with a structured, systematic approach to problem solving preferred
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