Bilingual Technical Support Services Analyst
RBC
full-time
Posted on:
Location Type: Remote
Location: Canada
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Tech Stack
About the role
- Monitoring and categorizing incoming calls and chats
- Analyzing frequently asked questions and defining procedures
- Resolve Level 1 technical issues & escalate Level 2 support teams
- Evaluating the efficiency of new tools and utilities, used for service desk services
- Participating in the analysis of client-identified issues or problems which may require changes to procedures, standards, or systems
- Ensuring employees receive excellent support during their engagement
- Ability to troubleshoot basic troubleshooting issues for Computer hardware, software, mobile devices, printers, telephony, and remote access.
Requirements
- Bilingualism (English and French) required
- Excellent communication skills both oral and written
- Previous Customer Service Experience
- Strong analytical and technical disposition
- Good understanding on Computer Operating systems and Microsoft Office applications
- Nice to have: Microsoft certifications, knowledge of ServiceNow, Software Center, VPN and RSA experience/knowledge
Benefits
- A comprehensive Total Rewards Program including bonuses and flexible benefits
- Competitive compensation
- Professional development opportunities
- Work in a dynamic, collaborative, progressive, and high-performing team
- A world-class training program in financial services
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingcomputer hardwaresoftwaremobile devicesprinterstelephonyremote accesscomputer operating systemsMicrosoft Office
Soft skills
bilingualismcommunication skillscustomer serviceanalytical skillstechnical disposition
Certifications
Microsoft certifications