Call Center Agent

Collège Mont-Royal is seeking a motivated and customer focused Service Desk Call Center. As a Service Desk Call Center Agent, you will be responsible for addressing customer inquiries, resolving technical issues, and providing exceptional customer service. These interactions can include inbound calls, outbound calls, emails, live chats, and ticketing system.

The role involves effective communication, problem-solving, and a strong commitment to customer satisfaction.

Responsibilities:

• Respond to inbound calls, emails, and chat messages from clients seeking technical assistance.
• Log all help desk calls or email requests into Incident Reporting System and update tickets as required by departmental policy.
• Diagnose and identify technical issues, escalating complex problems to appropriate teams if necessary.

• Stay informed about product updates, modern technologies, and industry best practices.
• Keep peers and end users informed of trends, significant problems, unexpected delays, and anything new in the environment.

Requirements

• 1-2 years or helpdesk or Call Center experience.
• Previous experience utilizing Service Desk ticketing systems.
• Experience resolving multiple tier issues – trouble tickets related to technical difficulties with hardware, software, desktops, laptops, portable devices, and minor networking issues.
• Experience with Microsoft Windows operating systems and Office suites. Experience with OSX and Mac hardware.
• Capable of connecting printers, scanners, and copiers.
• Strong written and verbal communication skills – able to relay technical ideas to business or non-technical audiences.
• Ability to maintain composure, tact, and effectiveness under stressful conditions. Especially when working with Senior Leadership
• High School Diploma or equivalent certification.

Reasons To Join Us:

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision
• 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals
• Vacation: All full-time employees are eligible for paid vacation
• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays
• Employee Discounts: Employees receive discounts on select grading services for approved submissions
• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs.