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Customer Solutions Rep V (00S28E)

DXC Technology

This is a Contract position in Kanata, ON posted February 4, 2021.

Job Description:

As the world’s leading independent, end-to-end IT services company, DXC Technology (NYSE: DXC) leads digital transformations for clients by modernizing and integrating their mainstream IT, and by deploying digital solutions at scale to produce better business outcomes. The company’s technology independence, global talent, and extensive partner network enable 6,000 private and public-sector clients in 70 countries to thrive on change. DXC is a recognized leader in corporate responsibility. For more information, visit www.dxc.technology and explore thrive.dxc.technology, DXC’s digital destination for changemakers and innovators.

Essential Job Functions

  • BILINGUAL: FLUENT FRENCH AND ENGLISH
  • 2 YEARS OF EXPERIENCE
  • TECH SUPPORT/HELP DESK
  • TROUBLESHOOTING
  • WEB TICKETS

Provides level 1 technical support to users for computer-related technical problems on assigned account(s). Provides back-up assistance on other accounts as needed.

  • Answers help desk telephones, emails, chats, web tickets (offline work) for assigned account(s) and responds to customer inquiries to ensure customer needs are met.
  • Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.
  • Follows up with customers when required to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
  • Logs and tracks inquiries using a problem management database / ticketing system and maintains history records and related problem documentation.
  • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
  • Other duties as required / requested.

Basic Qualifications

  • High school diploma or G.E.D.
  • One or more years of technical training in computer support preferred
  • Two or more years of technical or customer support experience
  • Experience working with computer, company products and operating systems
  • Experience with solving computer related problems
  • Experience working with company escalation policy

Other Qualifications

  • Interpersonal skills to interact with customers and team members, ability to show empathy.
  • Good communication skills
  • Must be bilingual
  • Organization skills to balance and prioritize work
  • Analytical and problem solving skills
  • Ability to work as part of a team, Work Environment, Office environment
  • Possibility of rotating shift work
  • Good work ethic