Agent de support logiciel Syntax/AS400 - Helpdesk Support Agent

View full description

Requirements:

• Minimum 12 months of experience in a call center or help desk, or a combination of experience and education.
• Experience using a ticket system for logging, researching, and solving issues or requests.
• Basic computer knowledge and keyboard skills of at least 45 words per minute.
• Proficiency in Microsoft Outlook, Excel, and Word.
• Excellent written and verbal communication skills in both French and English.
• Ability to work in a fast-paced environment and effectively manage time during slower periods.
• Motivated to deliver excellent customer service with a positive attitude.
• Excellent organizational skills and ability to work with minimal supervision.

Responsibilities:

• Provide Syntax/AS400 software support to internal customers and web support to external customers.
• Respond to incoming requests by phone, email, self-service, and chat, and register them in ServiceNow and SalesForce.
• Identify, investigate, and troubleshoot software issues for prompt resolution.
• Create and maintain system user codes and security authorities.
• Identify urgent issues for resolution or escalation to Level 2.
• Run reports, download data to Excel, and format for clients.