Sr. User Support

Job Details

LocationOakville, ON, Canada
Job TypeContract Full-Time
PositionAutomotive
Degree RequiredPost-Secondary

Job Description

On behalf of our OEM client we are currently recruiting for a Sr. User Support to join their team.

RESPONSIBILITIES:
  • Receive inbound calls from dealerships
  • Support a wide variety of applications, which include the Dealer Web Portal, Mainframe applications and have some knowledge of Dealer Management Systems (Parts Inventory Control, Service, Business Office and Accounting Practices)
  • Record all dealer activity (Inbound / Outbound calls and communication through Email) through provided call tracking system
  • Work closely with outside supplier that provide hardware installation / warranty services and work closely with other members of the team to maintain dealer asset tracking
  • Meet agreed upon SLA and have scheduled Phone and Project Times
  • Opportunity write technical specifications in an attempt to maintain our knowledge base to ensure a consistent message from our team to our dealers
  • Requires that the agent be available for a variety of shifts, between 7:30 AM and 8:00 PM
REQUIRED SKILLS & QUALIFICATIONS:
  • University/College degree or equivalent working experience
  • Must be bilingual - French and English
  • Preference will be given to those candidates with previous helpdesk experience
  • Explorer and Chrome setting and functionality
  • Working knowledge of Networking, preferably Cisco - AutoTask or equivalent Call Center Management tools
  • Hardware Troubleshooting (Dell Optiplex and Latitude series, Lexmark printers, PowerEdge Servers)
  • Working knowledge in all Microsoft technologies
  • Preference will be given to candidates that can demonstrate the following skills:
    • Excellent verbal communication
    • Excellent written communication
    • Working knowledge of dealership (or similar) operations
    • General Accounting knowledge an asset
    • Proactive
    • Innovative
    • Problem solving skills
    • Enthusiastic and dedicated Coaching skills
    • Team Player
PREFERRED SKILLS & QUALIFICATIONS:
  • 5 years of help desk experience
  • Microsoft and Cisco certification
  • Additional Safety Training/Licensing/Personal Protection
MEDA offers an excellent referral bonus. Great people know great candidates.

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