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Position type: Full Time

Job location: Laval, QC

We are looking for a competent Help Desk technician to provide fast and useful technical assistance on computer systems.  You will answer queries on technical issues and offer advice to solve them. An excellent technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient. 

Main Tasks and Responsibilities

Answer customer calls, communicate with clients, diagnose software & hardware malfunctions, troubleshoot problems

Serve as the first point of contact for customers seeking technical assistance over the phone or email

Record incidents and problems and their resolutions in great detail 

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Determine the best solution based on the issue and details provided by customers

Walk the customer through the problem-solving process

Direct unresolved issues to the next level of support personnel

Provide accurate information on IT products or services

Follow-up and update customer status and information

Pass on any feedback or suggestions by customers to the appropriate internal team

Identify and suggest possible improvements on procedures

When required, provide on-site support for Crescendo solutions

Install and configure Crescendo solutions

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

Education and Experience

At least 2 years of solid experience in a help desk or technical support capacity

Proven experience as a help desk technician or other customer support role

Tech savvy with working knowledge of office automation products, databases and remote control

Good understanding of computer systems, mobile devices and other tech products

CRM Experience, updating cases

Ability to diagnose and resolve technical issues

Perfectly bilingual French & English

Excellent communication skills

Customer-oriented and cool-tempered