Bilingual Support Coach

Zylog delivers top jobs to top talent. We are currently seeking experienced professionals for exciting new opportunities and career advancement. Zylog represents hundreds of client companies for both contract and permanent positions. New jobs are being filled every day and our experienced professional resource managers are waiting to help you screen the top jobs that match your skills and experience.

 

You don’t have time to search long lists of postings repeated on multiple web sites, so let our trained and experienced resource managers do the work for you. We review top jobs and will be the first to alert you when the right opportunity arises.

 

Job Description

Our client has a requirement for a Bilingual Support Coach for 3 months Contract. The position is located in Toronto, Ontario

 

What makes this Special

Our client has a prestigious reputation and excellent work environment. This position offers an opportunity for personal learning and to contribute to important initiatives that make a difference. Our client is actively screening resumes and scheduling interviews to fill this position, so let one our professional resource managers represent you to the client, promote your skills, and help you prepare.

 

Putting the customer at the centre of everything we do is essential to providing a high-quality and consistent customer experience across our network of more than 1,700 retail and gasoline outlets. Through our cutting edge store design, digital marketing, e-commerce and the use of leading-edge customer analytics, award winning call centre and state of the art distribution centres, Client is continually evolving so we are better able to respond to the changing expectations of consumers.

Role and Responsibilities

• This role is on the Customer Experience team in Store Operations Delivery and reports to the Cornerstone Project Manager. The candidate will be part of a dedicated team responsible for providing technical and operational support to our client Associate staff. Throughout the POS server conversion process this role will be providing support after regular business hours and over a week that spans Sunday to Thursday evenings/nights.
• This role will be responsible for tracking conversion activities and ensuring scheduled stores are progressing appropriately
• This role will also be responsible for logging all issues that are encountered and following proper escalation paths (if required) and providing a communication updates at the end of the shift. Some training shifts at the beginning of the engagement will take place during regular business hours.
• Provide full bilingual technical and operational support over the phone to our Associate Store staff throughout all activities and tasks required during the server replacement conversion process.

After Training is Completed

• Provide onsite after-hours support at client Home Office following a modified week of Sunday through Thursday nights with variable shift hours.
• Actively participate in the execution of pilot store locations that may occur after normal business hours.
• Use problem determination techniques to isolate and identify any issues and use proven solutions to resolve issues that may arise.
• Track all issues that arise from the conversions and provide a written detailed summary communication of all conversions scheduled and completed.
• Create problem resolution documentation to help identify and resolve frequent problems.
• Proactively seek out opportunities to enhance the conversion process and documentation.
• Work closely with other team members to foster information sharing and problem resolution solutions.
• Track and escalate any issues to the Implementation Team Lead and Project Manager as required.

 

Requirements and Qualifications

• Minimum two year experience working with and supporting retail store technologies such as Server equipment, POS or experience working in a Help Desk environment.
• Excellent telephone manner and good interpersonal skills with a strong focus on quality customer service maintaining a professional manner at all times.
• Experience with large national technology rollouts preferably in a retail environment.
• Willing to work nights and follow a Sunday to Thursday schedule with rotating shifts.
• Strong analytical and problem resolution skills.
• Self motivated to learn and take responsibility for own learning.
• Excellent verbal and written communications skills in both English and French.
• Good working knowledge of Microsoft Outlook, Word, Excel, Access, PowerPoint and QuickBase.
• Quality focussed and customer oriented.
• Ability to multi-task and manage several activities in tandem.
• Strong time management, conflict resolution and negotiation skills.
• Ability to work in a team environment and be a supportive team member.
• Ability to work responsibly with or without direct supervision.
• Knowledge of the Retail Store environment.
• Post secondary Diploma/Certificate in an IT related field, or equivalent education or work experience.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multi-task effectively during busy times, exercise patience and professionalism during stressful situations.

Keywords: Bilingual, POS, Help Desk, MS Office, Quick Base,

 

How to Apply

Online:

To apply for this and other suitable exciting opportunities with Zylog Systems (Canada) Ltd., you can register and apply online at www.ZylogCanada.com