Bilingual Technical Support Representative

Job Detail


Company: Recruiting through World Skills Employment Centre
Industry: Non-profit Sector
Job Type: Full Time
Salary Level ($):
Job Location: Ottawa, ON, Canada
Highest Level Of Education: High School
Job Posting Date: 03-Oct-2017
Apply by: 13-Oct-2017

Job Description:


Job Opportunity with Distributel


World Skills Employment Centre is working with Distributel to recruit for the position of Bilingual Technical Support Representative.
World Skills is not hiring for this position. If you are interested in this opportunity, please follow these steps:
  • Please send a cover letter and a resume to applications@ottawa-worldskills.org, on or before 9:00am, October 13th, 2017.
  • Please write the position title in the subject line of your email.
  • Please save your targeted cover letter and resume as a SINGLE word document, with the file name Your WS _First Name_Last Name_Position Title (WS_John_Smith_Project Officer).
  • Late applications will not be accepted.

If you are not yet registered with World Skills, please contact 613-233-0453 ext.300Reception@ottawa-worldskills.org to book an appointment for Intake and Assessment or to learn more about our programs and services. World Skills works with newcomers/immigrants to help them integrate into the Canadian labor market. http://www.ottawa-worldskills.org
Summary of Position: The Bi-Lingual Technical Support Representative are responsible for handling incoming calls to the Technical Support department and resolving basic physical setup and configuration issues customers may have in regards to our services. They are expected to work cohesively with all other departments of the call centers and provide excellent customer service.
Key Responsibilities:
  • Carefully listen to the customer’s explanation regarding their technical issues(s) in order to understand the nature of the problem;
  • Guide the customer through the necessary troubleshooting steps, following predefined ticket models;
  • Complete technical account modifications pertaining to the services in the administrative system when requested by customers without affecting the billing by following the established procedures;
  • Report the customer’s account and/or ticket to the Technical Support Escalations Specialists in order to have them resolve the customer’s issue by following the established procedure for each ticket model when required;
  • Coordinate with other departments and/or carriers when required by the procedure;
  • Correct reported mistakes by contacting customers in order to ensure a good resolution of the issue and a good customer service.

Special Assignments:
  • Update escalated tickets when required by a Supervisor;
  • Call back customers upon request by a Supervisor;
  • Other tasks as assigned by Management.

Job Requirements
Minimal Education and Experience Required to Occupy the Position:
  • Education: High School Diploma;
  • Experience: Customer service experience.

Computer Skills and Software Used:
  • Skills: Knowledge of Operating Systems (Windows XP / Vista / 7 / 8 and MacOSX);
  • Software: Internet Browsers, Microsoft Products, Email clients, Proprietary Software (DAS, DistributelTools, VTT, Xrecords and other internal tools).

Specific skills and Aptitudes:
  • Knowledge of LAN networking basics, Email Servers, Fax, Cable modems, ADSL/VDSL modems, VoIP gateways, Routers, Hubs/Switches, DHCP, PPPoE, NAT, TCP/IP (IPV4/IPV6) and Firewalls;
  • Good listening and communication skills;
  • Continuous multi-tasking;
  • Handling of various customer types.