Helpdesk / Technical Support - 2

LanceSoft Inc; Toronto; Hybrid; CAD 40,000 - 52,000; Full time

Job summary

LanceSoft Inc is seeking a bilingual Technical Support Help Desk specialist to assist clients with digital cash management services. The role requires strong customer service skills, technical troubleshooting abilities, and offers a hybrid work model after training. Candidates must be fluent in English and Spanish or French, with opportunities for career growth.

Qualifications

• 2+ Years Customer Service Experience.
• 1-3 years of browser troubleshooting practices.
• Demonstrated knowledge of computer software.

Responsibilities

• Provide technical assistance to users via phone or remote.
• Troubleshoot customer concerns and maintain daily transaction records.
• Read technical manuals and conduct diagnostics.

Skills

Customer Service

Bilingual (English and Spanish or French)

Troubleshooting

Technical Assistance

Education

College/University degree

Job description

Location Address: 2201 Eglinton Ave East Ecosystem 4, Scarborough - 2 weeks training onsite and then Hybrid work model (3 days onsite per week)
Contract Duration: 1 year
Possibility of extension: Yes
Conversion to FTE: Based on performance + vacancy
Schedule Hours: Monday Friday – Either 9:30 am 5:30 pm, 10:30-6:30 pm or 11 am - 7 pm. Late shift rotation (12 pm - 8 pm) every 6 weeks or so.

Story Behind the Need
Business group:
CS&S Technical Support Help Desk - Main function - provide technical support assistance to Small Business/Commercial/Private Banking clients with digital cash management services /online banking with focus on first call resolution and customer care excellence.

Candidate Value Proposition:
The successful candidate will have the opportunity to work hybrid after the first two weeks, where they are only asked to come 3x per week to the office. Career growth and development opportunities available. Entry level position, which serves as a prerequisite for other roles within the Bank.

Typical Day in Role:
• Inbound Technical Support Help Desk
• Entry level position, which serves as a prerequisite for other roles within the Bank.
• The main function of a technical help desk specialist is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.
• Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower - high complexity level
• Troubleshooting customer concerns over inbound phone calls
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Candidate Requirements/Must Have Skills:
1) Fluent English and Spanish or French- Mandatory (no exceptions, bilingual and fluency in both languages required) - Please test language fluency prior to referring the candidates
2) 2+ Years Customer Service Experience
3) 1-3 years of browser troubleshooting practices
4) Demonstrated knowledge of computer software, such as configuration management software, operating system literate.

Nice to Have
1) Previous Help Desk or Contact Center experience
2) Technical Help Desk Experience

Soft Skills Required:
• Strong verbal and written communication skills.
• Quick learner, reliable and punctual
• Ability to work well under pressure
• Result and customer focus.
• Driven with a high-performance mindset.
• Empathetic and professional

Education:
• College/University degree preferred

Best VS. Average Candidate:
Strong technical helpdesk experience with strong language proficiency.