Italian (native) - English Customer Service Desk Analyst - Nights in Quebec, Canada

MUST BE LOCAL TO THE MONTREAL AREA & ABLE TO WORK FOR ANY EMPLOYER - Those on Open Work Permits must be able to renew without company sponsorship. SHIFT: 3am - Noon Mon -Fri This is not flexible. Shift is set to meet our global client needs Paid Training: 8am-4:30pm Monday - Friday 2-3 weeks PAY: $13/hr + $3/hr Italian Language incentive + $2/hr night incentive 3am-6am only POSITION SUMMARY As a Clinical Service Desk Analyst, reporting to the Clinical Help Desk Manager/Team Lead, your primary responsibilities will be to provide polite and professional support to external customers and clients at all times. You will receive, document and track all incoming customer/user calls for immediate remedy and closure. You will be accountable for your own personal performance in regards to metrics and serve as the single point of contact (SPOC) for incidents, including owning the call through closure. KEY RESPONSIBILITIES • Provide front line support to contracted client users requiring assistance with clinical trials and related issues via telephone, email and chat services • Define the nature of the call & handle accordingly • Use defined procedures for responding to customer calls • Collect information from caller and document data elements in designated tool • Maintain records of all calls from customers using designated Service Management tool • Provide detailed documentation of all steps involved in resolving customer issues • Escalate any issues beyond your control to the appropriate department and personnel • Investigate, examine, troubleshoot and solve issues quickly • Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers • Provide support and instruction for client products • Perform all procedures based on Standard Operating Procedures (SOPS) • Update knowledge base for all clients • Unlock and reset passwords for user accounts • Resolve issues for clients using designated remote access tool • Be flexible in schedule to assist in responding to emergency support issues and situations • Advise management of any issues that need immediate attention or will affect service levels • Other duties as assigned BASIC RESPONSIBILITIES • Arrive in time to be ready to begin work at start of scheduled shift • Maintain clear and concise communication with both the client and supervisor • Report any issues to immediate supervisor in a timely manner • Keep calls to a minimum (if possible) to allow for timely closure and avoid delays • Work entire shift without any unjustified interruptions • Perform any extra duties that may arise requiring attention • Must be flexible with schedule as overtime is sometimes required REQUIRED SKILLS / EXPERIENCE / EDUCATION Required Technical Skills: • Proficient in Windows and MS Office Suite applications email, online chat • Solid computer keyboarding, multiple monitor and touchpad skills • General understanding of various software and hardware Required Soft Skills: • Excellent written and oral English communication skills • Fluency in designated language • Exceptional analytical, problem solving and organizational skills • Excellent customer service orientation • Ability to adjust and adapt to situations in a timely manner • Motivated self-starter, proactive with initiative to work and learn • Proven ability to work under pressure • Must be able to communicate professionally in a written and verbal capacity • Must be a team player Required Education and Experience: Business Administration or related field and a minimum of 1 year previous customer service experience preferably in a call center environment and/or any equivalent combination of education and experience. JOB MANAGEMENT (time management, problem solving, planning) • Ability to adapt based on rapidly changing client needs; high level of flexibility is required. • Capacity to take initiative and think outside the box if necessary • MUST be very well organized and able to prioritize issues and requests • Strong work ethic and ability to work in a very fast paced environment

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