Central Service Desk Agent

Summary

Join Paladin Technologies as a Remote Service Desk Agent, providing exceptional customer service to French-speaking clients across North America. This morning shift position (Saturday to Wednesday, 6am - 2:30pm EST) requires proficiency in both French and English (written and verbal). You will be responsible for answering calls and emails, monitoring online requests, efficiently handling service requests, and providing Tier 1 remote troubleshooting and programming for various service platforms. This role requires strong customer service, organizational, and communication skills, as well as the ability to work independently and prioritize tasks.

Requirements

• High School diploma or equivalent required
• Proficient in French and English (written and verbal)
• Superior Customer Service capabilities
• Strong organizational and communications skills (written and verbal)
• Strong typing skills
• Self starter who can work independently
• Ability to prioritize departmental functions in order to meet due dates and deadlines
• Able to multitask and handle multiple priorities at a time

Responsibilities

• Provide exceptional customer service
• Answer calls and emails from customers
• Monitor online customer service requests and provide immediate and appropriate response
• Efficiently and promptly action service requests, service calls and customer requests
• Accurately enter service request details as a ticket and relay details to the appropriate service technician, department, or customer
• Review ticket queue to identify ticket status, outstanding tickets or issues needing attention
• Monitor and keep track of work order status, ensuring SLA requirements are satisfied
• Provide Tier 1 remote trouble shooting for system issues
• Remote programming on various service platforms for trouble shooting and data updates
• Perform follow-up calls to ensure customer satisfaction
• Assist with and perform additional duties as required

Preferred Qualifications

Call center and/or customer service experience an asset