We are currently looking for a Level 1 Technical Support Agent to join the Customer Service team and to ensure the satisfaction of clients using our IP phone solutions!The purpose of this position is to serve our extensive clientele and assure their critical mission system are up and running 24/7, by providing them excellent monitoring services.Hours of work: 37.5 hours/week with 2 consecutive days offAvailability: Monday to Sunday from 9 am to 9 pm(2 rotating shifts from 9 a.m. to 5 p.m. or from 1 p.m. to 9 p.m. with a 1-hour break)Location: Kirkland + TelecommutingSalary: $19/hourEquipment providedAdvantagesExtended health and dental benefitsAnnual salary review and Full-time paid trainingEmployee discount for home phones and internet plansWork from home during COVID-19ResponsibilitiesHandle calls from existing and potential corporate and residential customers calling for technical support (identify the customer and the reason for the call, gather all relevant details to provide a resolution as efficiently as possible).Offer level 1 support for technical issues using all the available toolsProcessing port in requests for wireless customersProperly document all the interactions with a customer in the appropriate systems, according to the department’s proceduresOffer guidance and support to new agents when the supervisor or trainer is not availableOffer assistance to store staff when they have customers with technical issuesAssist NOC, WBO, Special Projects Team, or supervisors and managers with testing when neededEscalate the situations with a high level of difficulty to the supervisors or to NOC or WBO TeamRespect the schedule created by the Manager, the breaks and lunchtime, and announce any changes in advance, according to the internal proceduresRespect the rules and regulations mentioned in the Company’s Code of ConductQualifications•Fluent in English and French oral and written•Customer-oriented, capable to achieve very good results, taking correct decisions on the spot, integrity, and trustworthiness, appreciates and respects the Company’s values.•Team spirit, excellent communication, and interpersonal skills• Working knowledge of SIP Protocol and network troubleshooting•Ability to understand as well as grasp basic customer information•Ability to cope with difficult customer situations• Flexible and able to multi-task in a dynamic and fast-paced environment•Ability to make effective use of resources•STRONG desire to learn and grow with the organizationSummaryAre you the person we need?Would you like to apply for the job quickly?Seeking skilled as well as responsible individuals with advanced English and French (spoken & written) skills to join our IT Operations departmentIt's easy!Apply directly online or send us your CV to email@example.comWe look forward to meeting you !!Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to firstname.lastname@example.org to ensure their ability to fully participate in the interview process.