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Service desk analyst

Alphanumeric Systems

This is a Full-time position in Montreal, QC posted May 12, 2019.

As a Service Desk Analyst, reporting to the Clinical Support Help Desk Manager/Team Lead, your primary responsibilities will be to provide polite and professional support to external customers and clients at all times.

You will receive, document and track all incoming customer/user calls for immediate remedy and closure.

You will be accountable for your own personal performance in regards to metrics and serve as the single point of contact (SPOC) for incidents, including owning the call through closureAfter training this is a work from home position.10am-11pm Friday Monday.Permanment position 13.00 per hour Provide front line support to contracted client users requiring assistance with clinical trials and related issues via telephone, email and chat servicesDefine the nature of the call & handle accordinglyUse defined procedures for responding to customer callsCollect information from caller and document data elements in designated toolMaintain records of all calls from customers using designated Service Management toolProvide detailed documentation of all steps involved in resolving customer issuesEscalate any issues beyond your control to the appropriate department and personnelInvestigate, examine, troubleshoot and solve issues quicklyMaintain a pleasant demeanor and attitude in the day-to-day communication and interface with customersProvide support and instruction for client productsPerform all procedures based on Standard Operating Procedures (SOPS)Update Knowledge Base for all clientsUnlock and reset passwords for user accountsResolve issues for clients using designated remote access toolBe flexible in schedule to assist in responding to emergency support issues and situationsAdvise management of any issues that need immediate attention or that will affect service levelsOther duties as assignedArrive in time to be ready to begin work at start of scheduled shiftMaintain clear and concise communication with both the client and supervisorReport any issues to immediate supervisor in a timely mannerKeep calls to a minimum (if possible) to allow for timely closure and avoid delaysWork entire shift without any unjustified interruptionsPerform any extra duties that may arise requiring attentionMust be flexible with schedule as overtime is sometimes requiredRequired Technical Skills:Proficient in Windows and MS Office Suite applications – email, online chatSolid computer keyboarding, multiple monitor and touchpad skillsGeneral understanding of various software and hardware Required Soft Skills:Fluency in English, spoken and writtenFluency in designated languageStrong attention to detail with a commitment to qualityExceptional organization, planning and time management skillsExcellent customer service orientationProven ability to work under pressure and in a very fast paced environmentAbility to adapt based on rapidly changing client needs; high level of flexibility is requiredCapacity to take initiative and think outside the box if necessaryMust be able to communicate professionally in a written and verbal capacityMust be a team player and demonstrate a strong work ethic Required Education and Experience:Business Administration or related field and a minimum of 1 year previous customer service experience preferably in a call center environment and/or any equivalent combination of education and experience.

Company At Alphanumeric, we believe that no matter how great your vision, it’s your people—customers and employees—that will it a reality.

Since 1979 we’ve helped our pharma, healthcare, public sector, and finance clients realize their vision by removing the friction from customer and employee experience.

Our large-scale contact centers feature artificial intelligence and deep expertise—achieving customer satisfaction ratings upwards of 95 percent.

We offer fully managed technology modernization, security, and support across your entire workforce.

When it comes to employees, we know that technology and operations are only half of the story; our learning solutions help you swiftly and effectively on-board, ensure compliance, and transform your workforce.

Improving people experience is what we do, but the thing that really gets us fired up is our relationship with our customers.