Bilingual Customer Service Representative – Experience Team

Role Title: Bilingual Customer Service Representative – Experience Team

Department: Client Care Services

Overall Mandate of Position: Responsible for customer inquiries/requests

ABOUT TELEMERGE

Telemerge is a private, innovative, Canadian-based company that has owned, operated and delivered quality cloud and managed video conferencing services for over 15 years. We have deep expertise in delivering and supporting video conferencing solutions through both on-premise builds, as well as the deployment of our secure public cloud offering. Telemerge is the only Canadian based company to be awarded Cisco’s TPaaS (Telepresence-as-a-Service) certification. This certification was achieved by passing a rigorous 250+ page audit on our entire business including our technical capabilities, our cloud functionality and redundancy, security, help desk service, and disaster recovery procedures. Beyond our deep experience and technical knowledge, Telemerge prides itself on – and has a reputation for – providing the best customer support in the industry. Our ‘no compromise’ approach to everything that we do ensures that we have very happy customers who enjoy a high level of video conference adoption within their firms. Telemerge delivers services to customers across Canada including small and mid-size businesses, large enterprises as well as provincial and federal government agencies.

Telemerge Core Competency Requirements:

  • Customer Service:  Explore, identify, and address underlying and long-term client needs. Look for ways to add value beyond clients’ immediate requests
  • Teamwork & Collaboration:  Work collaboratively with others to achieve organizational goals, make outstanding efforts to help other team members. Help build consensus among team members
  • Striving for Excellence & Attention to Detail:  Review the work of others for accuracy and thoroughness, follow up to ensure tasks are completed and commitments are met. Identify multiple sources and approaches to information to ensure that details are addressed. View disruptions as challenges rather than threats. Remain effective and retain perspective in the face of difficult or demanding situations (pervasive ambiguity, frequent change, high workloads)
  • Independence, Self-Initiating:  Address imminent issues or opportunities (“Imminent” does not necessarily mean that a “crisis” is involved). Persevere in seeking opportunities to advance organizational objectives in the near term
  • Ownership & Accountability:  Express and promote accountability in personal actions, and the actions of others. Escalate problems or mistakes to other team members in an efficient manner
  • Results & Achievement Orientation: Task oriented. Monitor progress, quality of work, and use of resources; provides status updates, and makes adjustments as needed. Define ambitious – but realistic – personal goals and standards. Able to adapt and try new ways to get things done, while taking steps to reduce the risks
  • Strategic Thinking:  Demonstrate awareness of the impact of own work on aspects of organizational strategy and the impact of organizational strategy on own work

WHAT’S REQUIRED IN THIS ROLE

What you need to bring to the table:

  • Bilingual in French/English (written and spoken) a must
  • Excellent interpersonal skills, professional, outgoing, and a positive attitude
  • 2-4 years of experience in the customer service field
  • Minimum 2 years recent related experience with desktop support, experience with server management, and virtual environments.
  • Must possess excellent organization and analytical skills
  • Detail-oriented mindset, possessing a strong work ethic
  • Must have strong working knowledge of the MS Office suite, including Word and Excel.

Skills, Knowledge, Competencies:

  • Exceptional customer service skills; positive “can-do” attitude
  • Demonstrate professionalism and create rapport with clients, colleagues, and stakeholders
  • Fully conversant and articulate in both official languages
  • Project a professional appearance & presence, clear active listening skills
  • Strong analytical, troubleshooting, and problem-solving skills in a fast-paced environment
  • The ability to effectively handle multiple, high priority tasks at the same time
  • Exceptional time management skills
  • Must be a team player, enthusiastic, and able to follow and execute established processes
  • Demonstrate accountability for delivering world class customer service
  • Ability to work shifts – we have an on-call requirement
  • Related computing environments and troubleshooting application experience.
  • Ability to implement and manage network hardware and software solutions for LANs and WANs in highly available, scalable, secure network environments including customer owned and managed networks
  • Experience with desktop/mobile video applications such as Skype/Skype for Business, GoToMeeting, Microsoft Teams, and WebEx

ACCOUNTABILITIES

  • Remotely diagnose, isolate and report issues with video, voice and data equipment
  • Manage trouble tickets & service orders in CRM system for service impairments
  • Open trouble cases and RMAs; manage vendors & suppliers to ensure resolution
  • Operate Video technologies, including video site certification and testing
  • Conduct AV management activities
  • Monitor network outages / availability for internal and external infrastructure devices
  • Configure and test video conferencing devices to ensure they are running to standards
  • Perform technical problem-solving and multi-tasking in a fast-paced environment
  • Demonstrate accountability for troubleshooting and performing technical analysis
  • Be a team player, working alongside fellow Technology & Operations team members, having the ability to follow and execute established processes
  • Exhibit attention to detail and the ability to accurately process information
  • Excellent organizational skills, effective prioritization, and attention to detail
  • Demonstrate professionalism and create rapport with clients, colleagues, and stakeholders
  • Fully conversant and articulate in both official languages

Location:

This role will work from Telemerge’s head office location, currently situated at 1 Steelcase Rd Unit 3, Markham, ON, L3R 0T3

Applying:

We welcome you to send your resume to careers@telemerge.ca and thank you for your interest!