Store System Support Agents Level 1 – Full-Time Bilingual (English and French)

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City : Montreal

Category : Other

Industry : Retail

Employer : ALDO Group[:fr]Groupe ALDO

Job Title: Store System Support Agents Level 1 - Full-Time Bilingual (English and French)
 
Department: Customer Contact Center
 
Job Overview and Responsibilities
 

 
Department: Store System Support
 
 
 
Location
 
ALDO Group Contact Center located in Ville Saint Laurent
 
 
 
Hours of operation (364 days per year)
 
7 days a week from 8:00 am to 10:30pm * may vary during Holiday periods
 
 
 
Scheduling requirements
 
- Must be available to work to 37.5 hours per week in a variety of shifts to meet the changing needs of our business (days, nights and weekends).
- Must be available to attend an initial 2-week full-time training program onsite.
 
 
Salary
 
$16/hour + night premium.
 
 
 
Job Overview
 
Engage with our ALDO Group retail store associates while creating an outstanding support experience by performing a diagnosis by asking the right questions and guiding users through step-by-step solutions to their problems. Reporting directly to the Team Manager, the Stores Systems Support team is responsible for providing support via phone, email, and chat. Our team is comprised of dynamic, passionate people with a focus on customer service while providing support to diagnose, troubleshoot and resolve issues on the first contact. We are dedicated to delivering a remarkable service experience to our retail stores for North America, UK and France.
 
The successful candidate will be dynamic, fun, empathetic, and a strong team player with a positive attitude. She/he will have a natural passion for helping/supporting stores while being self-driven to reach objectives.
 
 
 
Key Responsibilities
 
- Provide outstanding service to ALDO, Call It Spring, Globo Stores for North America, UK, IE and France.
- Investigate and troubleshoot incoming calls, chats and email from our store associates regarding technical issues or questions related to Hardware or Software applications while making sure they are resolved in a timely fashion. Escalate to appropriate Vendors, if necessary.
- Develop expert knowledge for technologies, and processes understand with the ability to share this knowledge with stores.
- Documenting, tracking and following through on all stores interaction using our Ticketing System.
- Meet and exceed Store Systems Support key performance indicators and team objectives.
- Participating in special projects as required.
- Regular, dependable attendance and punctuality.
- Be an ambassador for the ALDO Group and represent the company culture and values of Love, Respect, and Integrity in a positive manner.
Job Requirements
 

 
- College degree (DEC, Technical diploma, Community college diploma)
- Experience in a technical contact center environment would be an asset
- Strong knowledge of computer systems, Windows, IOS applications, internet applications, browsers, and a comfort level with troubleshooting these topics patiently with stores.
-  Ability to explain a situation and to give advice. An approach centered on empathy is required and the ability to summarize and vulgarize information.
- Excellent verbal communication and writing abilities (French and English).
- Ability to quickly learn about technology systems/applications used or implemented by the organizations.
- Excellent sense of urgency and the ability to triage incidents, problems, tasks, and projects quickly.
- Detail-oriented, organized, a strong team player, flexible and able to multitask.
- Ability to explain a situation and to give advice. An approach centered on empathy is required and the ability to summarize and vulgarize information.
- Excellent verbal communication and writing abilities Bilingual (English and French.
- Excellent verbal communication in Spanish would be an asset.

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