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Bilingual (French) Tier 1 - Helpdesk Specialist
Pearson
Ontario North York, , Canada
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Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Qualifications
Department: Technical Services
Reports to: Tier 1 Team Lead
Location: Toronto
Date Reviewed: November 1, 2014
Bilingual - French -Help Desk Specialist
Summary
Provide prompt and courteous Helpdesk telephone/email/chat support for learners, instructors, and administrators tracking all client interaction and status in our Helpdesk CRM.
Responsibilities-The responsibilities and duties of this position include but are not limited to:
• Become knowledgeable with client profiles, Online Learning Mangement Systems, and any devices/apllications used to support Online Learning
• Excellent knowledge of Security Software, Plug-ins, Microsoft Office, and troubleshooting various Internet Browsers.
• Pearson Helpdesk operates on a 24/7 schedule, team members will be required to participate in shift rotation including days, evenings, and weekends.
• To serve our international Client base, the successful candidate will work on some Canadian holidays.
Qualifications
• Post secondary school education in a related field or an equivalent combination of training and experience in Internet related field is an asset.
• At least one year of Customer Service or Technical Support experience is an asset
• Excellent verbal and written communication skills.
• Must be self-motivated and able to work in a team environment.
• Must be able to multitask in a stressful office environment.
• Aptitude for training end-users on software applications.
• 2+ years experience with PC's and peripherals, MS Office, Mac OS, Windows 95 / 98 / 2000 / NT / XP
• 2+ years experience with the Internet and Internet based applications.
• Macintosh experience is an asset.
• Fluency with speaking and writing in Spanish/French is a plus!
Metrics
• Maintain departmental expectations of over 85% excellent customer service satisfaction surveys.
• Be able to handle a minimum of 5,500 inquiries and up to 7,500 inquiries yearly which include phone, email and chat support.
• Agents must be on ready state for 85% of their total yearly logged in time.
• Agents must score 90% or higher on their Q/A phone, chat and email Benchmarks.
Supervisory Responsibilities
• This position has no supervisory responsibilities.