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Technical Support Analyst-At home Agent

Position Description: As directed by the Service Desk Manager, delivers quality customer support to customers by providing them with a single point of contact to report technical issues or make inquiries; manages day-to-day service requests and works on special projects as assigned; develops and maintains a good rapport with customers and co-workers; must be professional, diplomatic, tactful and communicate effectively with technical and non-technical personnel; both verbally and in writing; should exhibit creativity in research and recommendations that will enhance customer support experience. Qualifications: At least 6 months of technical support experience with use of support tools: phone, email, incident management, and remote support; 1+ years providing level one support of Microsoft (MS) XP operating system (MS Vista and Mac OS X preferred), MS Office Suite 2003 2007 including Outlook, IE 6 7 (Safari and Firefox preferred), Email messaging (Exchange and Lotus Notes), Active Directory, networking, and hardware (laptops, desktops, peripherals, and Blackberry devices); strong dedication to customer service, excellent problem solving skills, and inherent decision making ability; good initiative and assertiveness. Good task management skills and the ability to organize work in an efficient manner in addition to the ability to work well under stress and time pressures; strong verbal and written interpersonal and communication skills; superior telephone etiquette and an ability to deal effectively with customers, vendors, peers and management; ability to work remotely and communicate effectively to other team members who work from home. Location: Quebec, Canada. Salary: CAD 12.00 per hour.