The Central Service Desk serves as the first point of contact for customers requesting technical support for their Paladin technology such as alarms, cameras, access control, data, voice and more. The Agent is responsible for performing remote trouble shooting and remote programming, as well as directing requests to the appropriate department in cases where the next tier of support is required, to support the needs of the customer.
This is a Remote (work from home) Evening Shift position and requires proficiency in both French & English (written & verbal)
Essential Job Functions:
Provide exceptional customer service
Answer calls and emails from customers
Monitor online customer service requests and provide immediate and appropriate response
Efficiently and promptly action service requests, service calls and customer requests
Accurately enter service request details as a ticket and relay details to the appropriate service technician, department, or customer.
Review ticket queue to identify ticket status, outstanding tickets or issues needing attention
Monitor and keep track of work order status, ensuring SLA requirements are satisfied
Provide Tier 1 remote trouble shooting for system issues
Remote programming on various service platforms for trouble shooting and data updates
Perform follow-up calls to ensure customer satisfaction
Assist with and perform additional duties as required
Required Skills & Qualifications:
High School diploma or equivalent required
Proficient in French and English (written and verbal)
Call center and/or customer service experience an asset
Superior Customer Service capabilities
Strong organizational and communications skills (written and verbal)
Strong typing skills
Self starter who can work independently
Ability to prioritize departmental functions in order to meet due dates and deadlines
Able to multitask and handle multiple priorities at a time
Le Centre de services sert de premier point de contact pour les clients nécessitant un soutien technique pour leurs solutions technologiques Paladin, comme les alarmes, les caméras, le contrôle d’accès, le câblage, les communications unifiées et plus encore. L’agent(e) est responsable d’effectuer le dépannage à distance et la programmation à distance, en plus de diriger les demandes de service vers les départements appropriés lorsqu’un plus grand soutien est nécessaire, afin de répondre aux besoins des clients.
Il s’agit d’un poste à distance (travail à domicile) de l’équipe du soir (15h00 – 23h30 PST) et nécessite la maîtrise du français et de l’anglais (écrit et verbal)
Fonctions essentielles du poste :
Fournir un service à la clientèle exceptionnel
Répondre aux appels et aux courriels des clients
Surveiller les demandes de service en ligne des clients et fournir une réponse immédiate et appropriée
Répondre efficacement et rapidement aux demandes de service, aux appels de service et aux demandes des clients
Saisir avec précision les détails de la demande de service dans un ticket et transmettre les détails au technicien de service, au département du service ou au client approprié
Examiner la file d’attente des tickets afin d’identifier le statut des tickets, les tickets en suspens ou les problèmes nécessitant une attention particulière
Contrôler et suivre l’état des bons de travail, en veillant à ce que les exigences de l’accord sur les niveaux de service soient respectées
Assurer le dépannage à distance de niveau 1 pour les problèmes de système
Programmation à distance sur diverses plates-formes de service pour le dépannage et la mise à jour des données
Effectuer des appels de suivi pour garantir la satisfaction du client
Assister et effectuer des tâches supplémentaires selon les besoins
Compétences et qualifications requises :
Diplôme d’études secondaires ou équivalent requis
Maîtrise du français et de l’anglais (écrit et oral)
Expérience en centre d’appels et/ou en service à la clientèle (un atout)
Capacités supérieures en matière de service à la clientèle
Solides compétences en matière d’organisation et de communication (écrit et verbal)
Solides compétences en dactylographie
Autonome et capable de travailler de façon indépendante
Capacité à prioriser les fonctions du département afin de respecter les dates et les échéances
Capacité à effectuer plusieurs tâches et à gérer plusieurs priorités à la fois
Company Info:
Paladin Technologies is a premier North American complex systems integrator for building technology solutions, including IP security, alarms & monitoring, audio visual, low-voltage infrastructure, and networking. As a leader in the design, deployment, optimization, management, and maintenance of communication and digital networks, Paladin can meet the needs of clients on a national scale, while providing local support. Our team is the best in the industry, with manufacturer trained technicians, PMP-certified project managers, CTS- and RCDD-certified design engineers, coordinators, and administrative resources. Paladin has offices coast to coast and nearly 1,500 talented and committed professionals dedicated to custom-crafting and installing technology solutions for clients requiring Integrated Security, Network Infrastructure, Audio Visual, Fiber Optics/OSP, Structured Cabling, and more. Our team is the best in the industry, always at the forefront of the changing technology landscape. Through continued training, complex client projects, and company support, we provide our colleagues with exciting challenges and a rewarding career as Paladin continues to grow. We thank you for your application, however only those selected for an interview will be contacted. Paladin Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit, and business need.
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