Sr. User Support

Job Details

LocationOakville, ON, Canada
Job TypeContract Full-Time
PositionI.T

Job Description

On behalf of our World Class manufacturing client we are currently recruiting for an experienced Sr. Mainframe Developer to join their team.

RESPONSIBILITIES:
  • Receive in-bound calls from dealerships
  • Working knowledge in Microsoft Operating Systems, Office and previous networking experience
  • Support a wide variety of applications which include the Mainframe applications and have some knowledge of Dealer Management Systems (Parts Inventory Control, Service, Business Office and Accounting Practices)
  • Preference will be given to those candidates with previous helpdesk experience and are bilingual
  • 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
  • Meeting agreed upon SLA and have scheduled Phone and Project Times
  • Write technical specifications in an attempt to maintain our knowledge base to ensure a consistent message from our team to our dealers
  • Records appropriate customer contact information, problem description and resolution
  • Remains knowledgeable and current with all technology, policies, procedures, processes, and changes
  • Continuously improves customer handling skills, process knowledge, and company and product information
REQUIRED SKILLS & QUALIFICATIONS:
  • Preference given to candidates with technical certifications
  • Has worked in a help-desk environment - handle high volume calls in an efficient manner
  • Candidate must be bilingual - French and English skills
  • Solid oral and written communication skills, including clear and fluent use of native language of customer base to which assigned Working knowledge of dealership (or similar) operations
  • Able to work a variety of shifts to accommodate customer service needs
  • Knowledge of Windows 2012 Server, Windows 7 / 10, Microsoft office experience (2013 higher), Dell equipment and Networking experience
  • General Accounting knowledge an asset
  • Responsible for meeting all personal performance objectives including customer satisfaction, efficiency, quality, attendance, and punctuality, and takes individual accountability for meeting these objectives
  • Able to type a minimum of 25 words per minute
  • Able to be effective in a team environment
  • Able to retain and apply new information and develop new skills
  • Strong time management skills
  • Self-motivated and not shy to ask for more work essentially
  • Team player that works well with other peers Ability to communicate and solve issues
  • Ability to prepare documentation

MEDA offers an excellent referral bonus. Great candidates know great candidates.
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