- An accomplished leadership team with extensive UC expertise
- Innovators and troubleshooters who are enthusiastic about our mission
- The determination to consistently enhance through risk-taking, taking ownership, and achieving objectives
- Generating tickets with appropriate priority levels & assigning tickets
- Handling incoming phone calls & addressing email inquiries
- Resolving ticket incidents following the escalation process
- Ensuring all client documentation is current
- Creating incident knowledge base entries
- Participating in on-call duties (once technically prepared)
- Updating monthly and quarterly customer reports
- Managing third-party vendor requests & escalations
- Provisioning hardware (Router)
- Reviewing advisories and evaluating impacts on client environments
- Establishing strong customer connections
- Acquiring skills in Microsoft, Unified Communications, and ZIRO products
- Experience. Previous experience in a customer service/support role. Basic understanding of Unified Communications and troubleshooting.
- Independence. Quickly grasp new concepts and self-teach new skills.
- Communication. Enjoy teamwork and possess strong verbal and written communication skills in both French and English. Bilingualism (FR/EN) is mandatory.
- Organization. Manage time effectively and plan ahead to meet deadlines.
- Humility. Open to feedback and coaching from management and team members.
- Reliability. Fulfill commitments to the team and yourself.
- An experienced leadership team with more than a decade of UC expertise
- Innovators and problem solvers who are passionate about our work
- The drive to constantly improve by taking risks, taking ownership, and delivering results
- Establishing tickets with appropriate priority levels and distributing tickets
- Handling incoming phone calls and email queries
- Resolving incidents on tickets according to the escalation matrix
- Ensuring all client documentation is current
- Creating incident knowledge base articles
- Participating in on-call rotation (when technically prepared)
- Updating customer reports monthly and quarterly
- Managing third-party vendor requests and escalations
- Provisioning hardware (Router)
- Reviewing advisories and assessing impacts on client environments
- Building strong customer relationships
- Learning and honing skills in Microsoft, Unified Communications, and ZIRO products
- Experience. Previous experience in a customer service/support position. Basic understanding of Unified Communications and troubleshooting.
- Independence. Rapidly learn new concepts and acquire new skills on your own.
- Communication. Enjoy working in a team and are a strong verbal and written communicator in French and English. Bilingualism (FR/EN) is essential.
- Organization. Wisely manage your time and plan in advance to complete your tasks on time.
- Humility. Open to feedback and coaching from management and team members.
- Reliability. Follow through on your commitments to your team and to yourself.
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Bilingual Managed Services Tier 1 Support Specialist - canada, Canada - ZIRO
Description
Customer Experience | Quebec, CA (Hybrid) | Full-time, Permanent
You have reached this point and we're pleased you have. Maybe you are interested in how our potential aligns with yours. Or perhaps you are eager to do something remarkable. In any case, it's a connection worth investigating.
At ZIRO, you have the chance to play a significant role in the expansion of an entire sector by aiding organizations in finding the most suitable solutions and utilizing them. Companies require assistance in making assured decisions without intricacy and risk. Individuals like you are essential in making this a reality.
We are seeking a dedicated Bilingual Tier 1 Support Specialist to help us thrive. As a Bilingual Tier 1 Support Specialist, you will be the initial level of technical support that will aid and impress our clients.
This is who we are
We are a team of unified communications (UC) experts who are tirelessly focused on simplifying UC. We achieve this by aiding organizations in selecting, configuring, and managing their phone, contact center, and meeting technology in a way that suits them, with confidence.
We are a fast-growing company with:
This is you
You are independent, dependable, quick to grasp new technologies, and perform well within a team. You maintain high standards, pay attention to detail, and possess exceptional written and verbal communication abilities. You embody ZIRO's fundamental values of accountability, courage, passion, innovation, selflessness, and employ good judgement.
What you will be responsible for
What you require to succeed
Virtual interviews will be conducted via Microsoft Teams.
Expérience Client | Québec, CA (Hybrid) | Temps-Plein, Permanent
You have made it this far and we are delighted you have. You may be curious to see if our potential matches yours. Or perhaps you are eager to undertake something extraordinary. In any event, it's a connection worth exploring.
At ZIRO, you get the chance to play a significant role in the growth of an entire sector by assisting organizations in finding the most suitable solutions and utilizing them. Companies need support to make confident decisions without complexity or risk. We need individuals like you to help achieve this.
We are in search of a Bilingual Tier 1 Support Specialist to assist us in excelling. As a Bilingual Tier 1 Support Specialist, you will be the initial level of technical support that will aid and delight our clients.
This defines us
We are a team of unified communications (UC) experts who are relentlessly focused on making UC user-friendly. We assist companies in choosing, setting up, and managing their phone, contact center, and meeting technology as they desire, and with confidence.
We are a rapidly growing organization with:
This describes you
You are independent, reliable, quick to learn new technologies, and work effectively within a team. You maintain high standards, pay attention to detail, and possess excellent written and verbal communication skills. You embody ZIRO's core values of accountability, courage, passion, innovation, selflessness, and exercise good judgment.
What you will undertake
What is required
Virtual interviews will be conducted via Microsoft Teams.
