• Taking calls and providing support for 182 stores across Quebec and Canada (mainly English calls)
• Logging tickets and closing them once issues are resolved
• Bilingual support for Comm suite of applications (order management platform, supported on the backend by SAP. Using SAP for back-end troubleshooting from issues that come from stores, also dealing with hardware issues from stores)
• They are the only French-speaking team in IT so they support a large range of issues that come up in the French space

• Taking 25-30 calls/day lasting an average of 10 minutes. Assisting store associates and some corporate associates
• Overseeing tickets that are open and closing them once issues are resolved
• Collaboration with the rest of the team for help with tickets, using Teams to communicate with team members and resolve issues

• Bilingual (English & French)
• Strong customer service experience
• Willingness to learn and ability to learn quickly
• Manage difficult conversations with customers
• Ms Office Suite experience (computer savvy)
   

• SAP Knowledge
• General knowledge (order management)
• IT background
   

• Working with other support analysts (associates and contractors)
• Management team (Sr. analysts)

Pay rate : $23-$25/hr without Benefits