Job Description:
To provide customers with the highest quality support in the industry via telephone and electronic media. As a Support Professional, they will be required to collaborate with their peers to resolve customer issues and problems. The support Technician will also need to display initiative to help with overall team success and effectiveness. Additionally, Support Professionals are expected to submit articles/solution objects to the Knowledge Base and possibly make technical presentations within the department.
Responsibilities and Capabilities:
• Deliver technical support via telephone and electronic media that generates high levels of customer satisfaction (During idle phone time, the SP will work on web cases or will perform research for on-going cases)
• Demonstrate customer focus and contribute to the organization’s Customer Satisfaction goal of 80% Vsat and less than 5% Vdissat
• Collaborate and consult with team on technical issues for a timely resolution
• Meet established service delivery guidelines such as Customer Satisfaction, Phone Based Activities, Days to Solution, Schedule adherence, Case Documentation and Case Wellness
• Follow team processes for service delivery
• Commit to continuous learning in an effort to keep current with industry changes (ie. Obtain MCDST certification)
• Deliver training for new product launches, or new hire training based on area of expertise (ie. Windows XP, Word, Excel, Games, etc)
• Become a Champ (expert and information disseminator) for at least one supported technology
• Recommend and develop process improvements; show initiative in contributing to the overall improvement and effectiveness of the DFT
• Review and write technical and or procedural articles/solution objects for Knowledge Base
• Confidently make moderately complex technical presentations to internal or external audiences
Contacts:
External: Customers.
Internal: Main contacts – Support Professionals (FTE’s and Vendors), Team Managers, Customer Advocate, Service Representatives, Technical Routers , Process and Training Coordinator, other GTSC/CPBA Support Professionals and Individual contributors
• Demonstrate customer focus and contribute to the organization’s Customer Satisfaction goal of 80% Vsat and less than 5% Vdissat
• Collaborate and consult with team on technical issues for a timely resolution
• Meet established service delivery guidelines such as Customer Satisfaction, Phone Based Activities, Days to Solution, Schedule adherence, Case Documentation and Case Wellness
• Follow team processes for service delivery
• Commit to continuous learning in an effort to keep current with industry changes (ie. Obtain MCDST certification)
• Deliver training for new product launches, or new hire training based on area of expertise (ie. Windows XP, Word, Excel, Games, etc)
• Become a Champ (expert and information disseminator) for at least one supported technology
• Recommend and develop process improvements; show initiative in contributing to the overall improvement and effectiveness of the DFT
• Review and write technical and or procedural articles/solution objects for Knowledge Base
• Confidently make moderately complex technical presentations to internal or external audiences
Contacts:
External: Customers.
Internal: Main contacts – Support Professionals (FTE’s and Vendors), Team Managers, Customer Advocate, Service Representatives, Technical Routers , Process and Training Coordinator, other GTSC/CPBA Support Professionals and Individual contributors
Qualifications: • Broad exposure to technology in general, depth of knowledge in the Operating Systems (including IE/Security/PC Safety) and troubleshooting knowledge of the Applications (Outlook, Word, Excel, PowerPoint, etc)
• Good communication, problem-solving and interpersonal skills
• Minimum of 1 year work experience in IT field
• Bilingualism required (English and French, oral and written)
• Ability to work independently and in teams in high pressure situations (ie. new product launches)
• Ability to work rotating shifts, including evenings and weekends
• Good communication, problem-solving and interpersonal skills
• Minimum of 1 year work experience in IT field
• Bilingualism required (English and French, oral and written)
• Ability to work independently and in teams in high pressure situations (ie. new product launches)
• Ability to work rotating shifts, including evenings and weekends
Nice to Have:• Completion of University/College degree/diploma
• MCDST certification
Desired Competencies: • Customer Focus
• Listening, Understanding and Responding
• Teamwork
• Commitment to Continuous Learning
• Analytical Thinking
• Conceptual Thinking
• Composure
• Self-Confidence
Company Overview:
Zylog Systems (Canada) Ltd. is a leading provider of IT, Engineering, and Health professional services, human capital resource management applications, and technology solutions with global delivery capability. Leveraging ISO 9001:2000 certified processes, industry best practices, and ownership of one of the largest professional talent databases in Canada; we are dedicated to the progress of our clients, consultants, and our community. Zylog Systems (Canada) Ltd has provided government and private industry clients with highly regarded and capable professional resources, services and solutions for over 29 years.
• MCDST certification
Desired Competencies: • Customer Focus
• Listening, Understanding and Responding
• Teamwork
• Commitment to Continuous Learning
• Analytical Thinking
• Conceptual Thinking
• Composure
• Self-Confidence
1 year related work experience required. Solid understanding of standard computer science concepts required. Must have general technical understanding of product area but is not required to have in depth technical knowledge in specific products. Must have sufficient technical depth to communicate with development and other internal organizations at a peer level. Excellent customer service skills, strong communication, problem solving, and technical writing skills required. Must have the ability to work independently and as part of a team. Working knowledge of personal computer architecture and relevant operating systems, applications, and/or languages is preferred.
How to Apply:
Online:
Online:
To apply for this and other suitable exciting opportunities with Zylog Systems (Canada) Ltd., you can register and apply online at http://www.zylogcanada.com/
Email:
If you would like to email a copy of your resume for review, please reference this posted Job Number or Job Description in the subject line of your email for prompt identification and send your email with attached resume to resumes@zylog.ca
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Company Overview:
Zylog Systems (Canada) Ltd. is a leading provider of IT, Engineering, and Health professional services, human capital resource management applications, and technology solutions with global delivery capability. Leveraging ISO 9001:2000 certified processes, industry best practices, and ownership of one of the largest professional talent databases in Canada; we are dedicated to the progress of our clients, consultants, and our community. Zylog Systems (Canada) Ltd has provided government and private industry clients with highly regarded and capable professional resources, services and solutions for over 29 years.
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