Help Desk Support Engineer
Blue Mantis
AndroidAzureMacOSServiceNow
Tier I Technician, Bilingual
DMI (Digital Management, LLC)
full-time
Posted on:
Origin: • 🇨🇦 Canada
Visit company websiteJob Level
JuniorMid-Level
About the role
- Provide end user support for DMI's managed services operations in Canada
- Answer inbound phone calls, respond to voicemails, and handle inbound chats
- Create tickets for MACD requests (moves, adds, changes, and disconnects)
- Assist with activation of mobile phones and configuring the device for first time use
- Assist users with placing orders in their online portal
- Resolve tickets and orders using ticketing systems
- Maintain satisfactory quality assurance scores
- Cross-train and participate in other Contact Center team responsibilities and assist other teams with overflow work
Requirements
- High school diploma or the equivalent
- Prefer 1-2 years of experience working for a mobile carrier such as Verizon, AT&T, T-Mobile, & Sprint
- Prefer 1-2 years of experience within Inbound Contact Centers
- A+ Certification is a plus
- Must be fluent in French Canadian
- Regular and reliable attendance
- Strong communication skills to communicate with end users over the phone
- Ability to work overtime to complete projects
- Proficiency in using computers and technology
- Strong attention to detail and organizational skills
- Multitasking skills and ability to keep up in a fast-paced work environment
- Ability to utilize critical thinking to complete tasks
- Ability to work independently without relying on significant management oversight (desired)
- Proficiency to use Microsoft Office products (desired)
- Proficiency in typing, expected minimum of 40 words per minute
- Experience using Service Now or ticketing solutions
- Experience with Five9 soft-phone platforms
- Experience with AD manager, MDM, etc.
- Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information; US citizenship may be required for some positions
