Technical Support Technician

Description:

• Manage inbound technical requests or inquiries for corporate client (by phone and email)
• Analyze requests submitted by customers
• Ensure effective priority control according to set criteria.
• Document requests and note relevant information in customer file
• Solve issues related to requests as needed by providing detailed information about the steps and process followed, as well as all newspapers and other pertinent data.
• Make a diagnosis of the current status of the issue, maintain files about problem solving and ensure regular follow ups with the customer.
• Write reports about the requests and the approaches used for solving the issues.

Essential attitudes:

• Ability to perform in a technical and complex environment and to ensure customer satisfaction in a timely manner
• Diplomacy and excellent listening skills
• Ability to work under pressure and with hard to please customers
• Ability to work within a team and coordinate tasks
• Good capacity to adapt to fast-changing technology
• Strong analytical and problem solving skills

Qualifications:

• Technical I.T. or network management diploma and/or MCSE training
• More than 2 years of experience in customer technical service for software type products
• Experience with supporting/installing/configuring email servers
• Excellent ability to communicate with customers by phone or email
• Bilingualism (French and English, both written and spoken) essential. Superior English speaking and writing skills
• General enthusiasm for advanced Web technology
• Strong knowledge of Windows NT, Windows 2000/2003.
• Good knowledge of Microsoft SQL server and IIS server
• Familiar with the various software and tools related to the Internet