Bilingual Support Engineer

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.

About the Job

Our client has a requirement for a Bilingual Support Engineer for a 12 month contract opportunity.  The position is located in Toronto.

Role

The purpose of this role is to provide customers with the highest quality support in the industry via telephone and electronic media.  As a Support Professional, you will be required to collaborate with your 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 

• 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% Very Satisfied and less than 5% Very Dissatisfied
• 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 (i.e. Obtain MCDST certification)
• Deliver training for new product launches, or new hire training based on area of expertise (i.e. 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 team
• Review and write technical and or procedural articles/solution objects for Knowledge Base
• Confidently make moderately complex technical presentations to internal or external audiences

Requirements or Qualifications

Qualified Candidates will have:

• 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 (i.e. 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

How to Apply

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

Contact Information 
Company Name:   Zylog Systems (Canada) Ltd.

Bilingual Call Centre Representative

Job Description
Bilingual Customer Service Representative

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.


About the Job

Job Description

Our client has a requirement for Bilingual Customer Service Representative for a 1 year opportunity. The positions are located in North York.


Requirements or Qualifications

Qualified Candidates will have:

Our client has a requirement for Bilingual CSR for a 1 year long opportunity. The position is located in North York.


Requirement or Qualifications:

Qualified Candidates will have:


Job Description

Position Summary:

Reporting directly to the Team Leader, the incumbent responds to telephone and email inquiries from stores and customers regarding store level marketing and customer programs, marketing related issues, rewards issues and other customer service related activities. The incumbent ensures responses are provided in a prompt and effective manner to achieve a high level of customer satisfaction.


Primary Responsibilities:

•Responds to customer calls and emails to provide first level customer service for store and customers, resolves issues in a prompt and efficient manner and escalates issues as required.
•Logs of calls and emails into the appropriate tracking systems and escalate issues to the appropriate person or department, as necessary, to ensure accurate and timely logging of response actions.
•Identifies recurring issues to determine and document possible solutions and assist with the prompt resolution of issues.
•Attends team huddles to receive current updates on issues, concerns and promotions.
•Attends one-on-one meetings to track current progress and identify areas for improvement.
•Liaises with internal departments to ensure call and email issues are resolved and ensure service level agreements are maintained.
•Maintains a high level of knowledge regarding the reward program, current marketing programs, Distribution Centre issues, and other Customer Service initiatives to provide accurate responses to concerns or issues.
•Ability to work rotating shifts, including weekends and statutory holidays


Skills, Knowledge & Education:

Skills:

This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks, workload and projects. Courtesy, tact and diplomacy are required in dealing with colleagues in every day working relationships.

•Requires an understanding of inter-related work processes to be able to adapt to differing assignments.
•Provides routine information to coordinate the assignments and work procedures of others.
•Professional manner, tact, diplomacy and discretion in dealing with associates and colleagues including senior management.
•Draws on a number of known options to solve problems and to develop improvements.
•Adaptable to set and prioritize work with varying exceptions. Able to work with diverse personalities and styles.
•Communicates with clarity, verbally and in one on one or group situations, or over the telephone.
•Communicates well in writing by composing clear documents; facility with editing and/or proof-reading is required
•Computer skills to produce reports, documents and presentations.
•Knowledge of customer service procedures in a retail call centre environment.


Education & Job Knowledge:

- Minimum High School Graduation diploma or equivalent level of education.
- Mon-Fri – 8am to 8pm
- Sat- 8am to 8pm
- Holidays – 8am to 8pm
- Consists of Shift work
- Rotational Schedules
- Flexibility is a must
- Punctuality is critical


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.

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.


Company Overview

Zylog is internationally ranked within the top 100 in the Global Recruitment Industry, and one of the top five IT Professional Staffing Firms in Canada. Zylog is a leading provider of human capital resource management applications, and technology solutions with global delivery capability and proudly represents Fortune 500, Government, and Healthcare organizations actively seeking top talent for contract and permanent positions. Zylog leverages 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. Apply now or contact one of our experienced professional resource managers to help you find the perfect career to make the most of your unique skills and experience.


Top Jobs for Top Talent

www.Zylog.ca


Contact Information
Company Name Zylog Systems (Canada) Ltd.