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TECHNICAL SERVICES REPRESENTATIVE

Position type: Full Time


Job location: Laval, QC

The Technical Services Representative provides the day to day support for Crescendo products deployed to our extensive list of clients located in Canada, United States, France and Germany.


Main Tasks and Responsibilities

> Provide first line, around the clock support on Crescendo software applications for all incoming technical calls or e-mails from Crescendo customers.

> Identify and properly answer, solve or escalate any issues related to Crescendo's solutions.

> Enhance customer contact problem/resolution tracking by logging all customer reported issues or requests in Crescendo's CRM system and maintain tracked issues updated, as per policies and procedures.

> When required, provide on-site support for Crescendo solutions.

> Installation and Configuration of Crescendo solutions.

> Provide remote and on-site training to clients in the use of Crescendo solutions.


Education and Experience

> Graduate certificate, diploma or relevant experience in information technology.

> At least 2 years of solid experience on a help desk or technical support capacity.

> Strong knowledge of Windows based operating systems 2008, 2012, 7 and 8.

> Strong troubleshooting in network environments both wired and wireless.

> Good knowledge of MS SQL.

> Excellent analytical and problem solving skills are mandatory.

> Must be customer service oriented and believe in team work, collaboration, adaptability and initiative.


Key Competencies

> Excellent written and verbal communication skills.

> Able to work independently and efficiently to meet deadlines.

> Able to promptly answer support related e-mail, phone calls and other electronic communications.

> Self-motivated, detail oriented and organized.

> Adaptability

> Innovation

> Collaboration

> Fully Bilingual (French & English)

> Knowledge of German language is considered an asset.

CV Submission