Criteria For This Position
The role of Technical Services Representative is to provide first-line support for all Crescendo software applications. The team of Technical Services Representatives provides on-site and/or remote support, installation, configuration and training to Crescendo clients worldwide.
Main Tasks and Responsibilities
- Answer customer calls, communicate with clients, diagnose software & hardware malfunctions, troubleshoot problems
- Serve as the first point of contact for customers seeking technical assistance over the phone or by email
- Record incidents and problems and their resolutions in great detail
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- When required, provide on-site support for Crescendo solutions
- Install and configure Crescendo solutions
- Provide remote and on-site training to clients in the use of Crescendo solutions
Education and Experience
- At least 2 years of solid experience in a help desk or technical support capacity
- Proven experience as a help desk technician or other customer support role
- Perfectly bilingual French & English
- Experience with CRM, updating cases
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
Key Competencies
- Basic SQL knowledge (MSSQL)
- Proficient in Windows OS and Windows Server
- Ability to acquire and apply troubleshooting information
- Ability to diagnose and resolve technical issues
- Excellent communication skills
