Responsibilities

• Provides basic call centre technical support to clients internationally through vnet
• Receives hardware and software calls from clients, opens call logs, identifies, understands and records information, establishes time lines and follows up on issues and problems, as well as refers complex issues to appropriate staff
• Analyzes and assesses routine problems troubleshooting and resolving
• Establishes a course of action to correct the problem providing information to clients
• Attends training courses, as required
• Provides service quality to clients understanding clients' requests and providing/ obtaining advice within time lines.
• Makes routine decisions within the scope of the job that may impact upon the immediate needs of a client
• Resolves precise client service problems that may require further inquiry, etc. obtaining advice defining symptoms and referring unusual situations to the Client Service Supervisor
• Innovates and creates case priorities and develops, recommends and implements guidelines relating to critical activities
• Complies with the company's vision, fundamentals, policies and procedures
• Performs other tasks as assigned by management

 Qualifications

• Excellent French and English communication skills
• Post Secondary graduation in a related discipline (i.e. Business Administration) or equivalent combination of education and experience
• Minimum of one year related experience
• Basic knowledge of systems, applications and various system platforms
• Good general PC Knowledge (i.e. Word, Excel and PowerPoint)
• Knowledge of networks
• Good reading, writing and numeric/ logic skills to check documents, record data, general accounting, calculate percentages, etc.
• Analytical reasoning ability in straightforward, routine situations to identify problems, determine system problems, troubleshoot, resolve issues, etc.
• Ability to coordinate/ organize activities, information, material or resources within small tasks/ projects such as to multi-task activities, obtain appropriate advice for clients, etc.
• Knowledge of the automotive industry and dealership business is an asset
• Good interpersonal and organizational skills
• Good communication skills to deal with all levels of staff within the company to obtain or forward information, as well as with dealers to resolve problems and follow-up on situations, suppliers to check on overdue supplies, government contacts to discuss tax issues and other related contracts
• Knowledge of the automotive industry and dealership business is an asset
• Ability to work as a team member
• Self starter/ motivator

• English [Advanced], French [Advanced]