The Operations Admin Afterhours (Trilingual) agent is responsible for performing root causing analysis and qualifies hardware related issues on cases for part ordering and remote resolution. Must have technical proficiency in more than one (or all) CompuCom´s ticketing systems: Clarify, Service Now, Remedy, Clearvision. Outstanding customer service orientation.
**Responsibilities**:
- Drives overall success of assigned project duties.
- Meet pre-defined project commitments.
- Manages multiple workstream(s)
- Creates and manages cases to closure in Clearvision and other dispatch tools to include but not limited to TrackIt and client tools o Assigns work to technicians and manages techs work to completion
- Ensures technicians complete correctly and upload all deliverables before they have left the site
- Build and Improve project documentation and playbooks
- Build and Maintain project delivery schedules on small scale IMAC-D projects
- Understand and follow project management practice framework practices
**Requirements**:
- Excellent English skills. (Above 75% conversational skills)
- Excellent French skills. (Above 75% conversational skills)
- Process and results oriented
- Excellent multitasking skills
- Ability to work without direct supervision and complete tasks on time
- Responsible and with a sense of urgency Call ownership
- Desired: Clarify knowledge
- Desired: A+ is desirable but not a requirement.
- Hardware: Basic knowledge of desktop, laptops and laser printer components, most important components and their main function. Identification and troubleshooting of most common hardware issues.
- Advanced knowledge of G-Suite platform.
- Service desk or Customer service experience over the phone with US clients is mandatory [1 year minimum]
- Hands on computer equipment repair is desirable.
- Desired: familiar with ticketing systems and Knowledge database.
Tipo de puesto: Tiempo completo
Salario: $21,000.00 al mes
Horario:
- Nocturno
- Turno de 8 horas
Experiência:
- Tech Support: 1 año (Deseable)
Idioma:
- Ingles Avanzado (Obligatorio)
- Frances Avanzado (Obligatorio)