Graduate Technical Support Representative (English/French)

About the role

This role resolves moderate to complex technical problems, answers questions about services and products, and helps customers proactively. It works with several teams to deliver smooth project results, maintains customer relationships, recommends improvements and coordinates departmental work. The position is full-time, independent and operates with established protocols and moderate judgment.

Key responsibilities

• Resolve technical problems of moderate to complex nature, covering hardware and software, through incoming customer interactions and proactive notifications.
• Answer questions about services, products, technical matters and customer relations, including features, specifications and repairs, for current and obsolete items, aligned with warranties, enterprise agreements and mission-critical support.
• Help customers prevent or mitigate problems and take part in initiatives that improve processes and quality.
• Work with clients, programmers, QA testers and managers to ensure project outcomes, and build trusted relationships with customers across technical user groups.
• Recommend improvements, coordinate departmental work, mentor the team and act as an escalation point for issues in the related area.
• Review, analyse and verify work to ensure effective business controls, and monitor process execution.

Required profile

• High school diploma, GED, higher secondary education or commensurate work experience; typically 0-2 years of related experience, preferably in remote or telephone support, technology or customer environments.
• Preferred certifications: none listed.
• Effective communication in English/French or Arabic/English.

Required skills

• Desktop support and help desk support
• Technical support and issue tracking
• Microsoft Office 365 and Windows 10/11
• Active Directory, printer knowledge and peripheral devices
• Agile methodology and IT service management