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IT - Customer Care Specialist At Bureau Veritas Laboratories

Location: Saint-Laurent, Quebec

Job Description

Do you believe in the power of teamwork and sharing ideas? Do you take pride in delivering exceptional quality and service with everything you do? Do you seek out ideas for improving the status quo? If you want to make a difference and love being surrounded by the best and the brightest, Bureau Veritas Laboratories might be the place for you!

Imagine being surrounded by the brightest minds in the industry.

Bureau Veritas is looking for an IT CUSTOMER CARE SPECIALIST

Objective

Provide remote and local (telephone, email, ticket and walk up) technical support of the company’s critical business, financial, departmental and communication applications to insure smooth operations and minimal down time. Additionally, support the delivery and effective operation of the BV network, computers, desk phone, smartphones, printers, copiers, AV equipment and other technical devices. Provide specified on-site technical support for IT projects including critical application rollouts and upgrades, office openings, closings, moves and expansions, network upgrades, phone system installations, newly acquired company integrations, and other projects. Work with operations team, network team, project managers and developers as well as working with technical vendors, provides consultative assistance for purchasing of hardware and software. Track all work in ticketing system, track all time and provide management and business users with required periodic reports.

As an IT CUSTOMER CARE SPECIALIST, your responsibilities are:

Major Roles & Responsibilities (Specialist I & II)

  • Timely response to requests for support via telephone, email, ticket, or walk up to meet service level agreement
  • Adhere to standard remediation practices to fulfill requests for support
  • Provide outstanding customer service
  • Setup new users, devices, and provide access to internal applications; install software, use remote take over tools to resolve service requests
  • Complete all requests in a timely fashion and shows accuracy in work quality
  • Troubleshoot and repair problems and hardware and software performance concerns
  • Educate end users on best practices for using their devices and maintaining security
  • Escalate unresolved tickets to the appropriate support team in a timely manner to achieve service level agreements
  • Provide after-hours and weekend tech support from time to time.

You are an ideal IT CUSTOMER CARE SPECIALIST if you have

  • Must be bilingual: French and English
  • Solid understanding of Information Technology concepts including PC Hardware, Windows, Software, Email, the Internet, Networking/Password management, VOIP, Phone Technology, Smartphones, and Multi-Media, with ability to troubleshoot problems in all areas.
  • Good analytical, problem solving, and administrative skills (organized, efficient and versatile)
  • Leadership/Entrepreneurial skills helpful – must be able to work autonomously
  • Good Communication, Phone, Listening and Customer Service Skills.
  • Professional, Courteous and Pleasant personality

Experience and Educational Background Required for the Job

SPECIALIST I-II:

  • 4 year degree in an IT related or technical field; or 2 year degree in an IT related or technical field with 2 to 4 years of IT related experience
  • A+ Certification or similar experience
  • Network+ Certification or similar experience
  • Lotus Notes experience and Cisco VOIP experience a plus
  • Experience supporting business, financial, department and communications applications a plus

Bureau Veritas Laboratories is a world leader in testing, inspection and certification services.

When we look at Bureau Veritas Laboratories, we want to see a reflection of the communities in which we work. Inclusion is about actively involving every employee’s ideas, knowledge, perspectives, approaches and styles to maximize business success. Inclusion is about attracting new talent who will bring more diversity to our workforce, with differences in culture, professional backgrounds and beliefs.

Join our talented community of scientists and experts and apply today at http://bvlabs.com/careers/current-opportunities

Bureau Veritas Laboratories is an equal opportunity employer. We are committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise Human Resources of any accommodations that are required. Any information received relating to accommodations will be treated as confidential.


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