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L2 Cloud Support – Turkish/English Bilingual

Teleperformance Canada

This is a Full-time position in Toronto, ON posted November 24, 2017.

We require Turkish Bilingual language skills for this position – This position includes Overnights Monday to Friday

We are the worldwide leader in *outsourced omnichannel customer experience management. Teleperformance connects the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions

Position Summary:

Level 2 Cloud Service Desk supports the latest Cloud offerings with a strong focus on MS Products and VPS and Web Hosting services. Our team is growing and we need an experienced Customer Service oriented individual who has worked in a fast-paced help desk environment. Advanced Knowledge of computer infrastructure, Microsoft products, Virtual Servers, Email, Web sites and Domain Name Systems. The majority of correspondence is completed through email/chat. These are full time position with shift work.

ESSENTIAL DUTIES AND RESPONSIBILITIES (include but are not limited too)

  • Respond to and troubleshoot inbound calls, emails and chats within SLAs.
  • Assists customers with installation, operational, maintenance and or training related inquiries for products and applications.
  • Researches and handles involved or complex calls as directed.
  • Follows documentation and training materials to diagnosis, resolve and escalate, when necessary, customers’ calls.
  • Enters all call activity into online Technical Support database and provides documented information to the Knowledge Base.
  • Serves as customer contact on technical and service related problems both internal and external
  • Diagnoses mechanical, hardware, software and systems failures using established procedures.
  • Operates under moderate supervision.
  • Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.
  • Performs all duties on time and is proactive in improving customer relations and internal processes.

REQUIREMENTS & EXPERIENCE

  • General knowledge of customer service practices and procedures. Good telephone and communications skills. Demonstrates self-control and understanding of customer situations.
  • Fluent in Turkish/English bilingual language skills
  • Above Average language and communication skills in both languages (verbal and written)
  • Flexibility to work shifts – we operate in a 24/7 environment.
  • Strong analytical and problem-solving skills
  • 2+ years related experience in a technical Service Desk environment (Help Desk/Support Desk) or equivalent work experience/education combination
  • Microsoft certification
  • Worked with products and/or service providers such as McAfee, Trend Micro, SoftLayer, Office 365, and Cisco WebEx
  • Experience with Microsoft products such as, MS Office, Outlook, SharePoint, Lync.
  • Experience supporting full MS Office 365 product suite
  • Understanding of Windows Servers system resource management, software installations, remote desktop service, web site and email setup.
  • Understanding of Linux Servers system resource management, software installations, secure shell access, command line interface, web site and email setup.
  • Email setup, configuration and troubleshooting, worked with email protocols such as POP, IMAP, and Microsoft Exchange (MAPI), Microsoft Outlook and Mac Mail email setup and management.
  • General knowledge of mobile device email setup (ActiveSync) of iPhone, Blackberry, Windows, Android.
  • Web site development knowledge, how a website is setup and designed, the use of FTP and file structure, how coding languages are translated to the end user from server to browser.
  • Understanding of Data Recovery and backups in all systems.
  • A plus:
  • Any Linux or Microsoft Certifications (CCNA, A+, MCSA, LPIC, CompTIA Linux +)
  • Previous training in any of the aforementioned products
  • Extreme Technology Enthusiast

What We Offer:

  • $20hr + bonus + shift premiums ($18 hr base + $2 hr language premium+ $1 hr shift premium + $1 hr bonus potential)
  • Medical and vision benefits available after 90 days and Dental available after 6 months
  • Convenient location – 75 Eglinton Ave East (Yonge/Eglinton – one block from subway)
  • Paid days off after one year of service
  • Excellent earning potential
  • Advancement opportunity
  • Employee Referral Program – once you are an employee, you can refer your friends & family and get PAID for it!!

Teleperformance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you to best meet your needs

*** Please be advised Teleperformance uses Video interviewing for prescreening candidates. If you apply to this position, you may receive an email from Sparkhire to submit a video prescreen.

Skills Required

  • Education level: None
  • Work experience (years): None

Package

Salary: N/D

How to Apply

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