Front Line Support Agent

Type: Part-time, 1 year term contract

Job Description:

Innovatia’s Front Line Support Team provides customer service/support for Nortel Networks customers, end-users, and employees through various toll free numbers and company websites. The team members must have the ability to form an accurate and rapid assessment of the customer needs to ensure proper call handling and support.

Responsibilities: 

• Provide prompt comprehensive service/support to Nortel Networks customers, end-users and employees.
• Use active listening skills in order to determine customer needs.
• Use effective probing techniques to ensure the issue is resolved or escalated accurately.
• Creation and Dispatch of tickets within Nortel’s Clarify and/or Remedy system.
• English language support (potentially French pending more information).
• Service Entitlement.
• Work as a member of a team providing end-to-end service.

Qualifications:

• Minimum of one year post- secondary education or equivalent in a technical field.
• Excellent communication and customer service skills.
• Strong organizational skills.
• Ability to work independently.
• Ability to work flexible hours (days, nights and weekends)
• A+, MCP or equivalent certification is an asset.
• Knowledge of ticket tracking software is an asset.
• Bilingualism is an asset.

The Innovatia Nortel Centre also has an excellent learning program where representatives can access on-line learning in-house to expand their skills, thereby enabling them to move to other positions within the Nortel Centre.

We thank all candidates for your interest, however, only those selected for an interview will be contacted.

Innovatia is an equal opportunity employer.

Don’t miss out on this dynamic job opportunity! Submit your resume via our website at

www.innovatia.net/careers.