Purpose of the Role

With direct supervision provides entry-level, Level 1 technical support for applications and infrastructure services for CWT clients. Troubleshoots and resolves technical issues and escalates if required. Completes a limited range of tasks and follows detailed instructions for routine work.

Main Responsibilities

· Provides timely responses to first level technical issues via phone calls and emails

· Manages client inquiries and accurately documents incidents via online case management tool

· Performs troubleshooting to diagnose root cause and resolve issue quickly and effectively

· Performs testing to ensure that solution was successful

· Responds to client inquiries within SLA targets

· Escalates more complex issues to 2nd level support

Qualifications:

Good communication skills, both written and verbal in French and English LanguageSkill development ability for delivery of IT support including business software applications.Ability to ask open-ended questions and active listeningAbility to perform basic troubleshootingStrong customer service skillsAbility to work in a global, multicultural environmentFlexible to work in rotational shifts

Qualifications:

Good communication skills, both written and verbal in French and English LanguageSkill development ability for delivery of IT support including business software applications.Ability to ask open-ended questions and active listeningAbility to perform basic troubleshootingStrong customer service skillsAbility to work in a global, multicultural environmentFlexible to work in rotational shifts