Job Description
Bilingual Technical Support Consultant I @ ACDI - (English & French preferred)
Are you fluent in English and French, and passionate about delivering exceptional customer experiences?
Here at ACDI, our Technical Support Consultants I (TSC I) help deliver support services to our clients that optimize business value from our core products at ACDI.
The Technical Support Consultant I will be involved in post-sales support engagements to provide ongoing technical and customer support for our hardware / software products and therefore requires excellent communication and technical skills. This role is multi-faceted and the individual will be required to handle inbound technical problems, customer service issues, remote web-based support, internet chat support sessions, and end-user training.
When the Technical Support Consultant I is not being utilized for support engagements, they will be involved in developing reports for current known issues, building their technical skills around our products and solution, or training other consultants in best practices and helping to create documentation or templates around current support offerings.
Successful team members will support ACDI’s mission, vision, and core values.
ACDI’s Technical Support Consultant I’s Responsibilities :
- Must have a passion for customer service and ensuring that every customer interaction is a positive one.
Provide post-sales technical support for our customer base consisting of both end-users and dealers using the following support medium : Phone, Email, Chat, etc.
Quickly and accurately diagnose and resolve first line support issuesHandle automatic support ticket queues and ensure quick and professional responsesAbility to escalate issues to second line support when requiredResolve questions regarding solutions, services, and trainingProvide creation / updating of training materials for end users and dealer techniciansEnsure proper communication occurs with end users, dealer reps, and ACDI employees in terms of providing timely status reportsTrain key personnel and managers on software, hardware, and supporting workflowWork across multiple departments to ensure collaborative efforts and improvements are being implemented, documented, and sharedResponsible for achieving and maintaining organizational requirements for ticket quality and time utilizationSupport a variety of application platforms and systemsDocument and utilize solutions through use of a knowledge base, white papers, training sessions and other available educational toolsMaintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societiesSome after-hours and / or holiday work requiredContribute to the team in a positive manner at all timesMaintain a complete understanding of and adhere to all ACDI policies, procedures, and processesMaintain a positive organizational culture while upholding ACDI's mission, vision, and core valuesExperience & Education Requirements
High School diploma, preferred Associates Degree, and a minimum of 1 years of technical support experience or the equivalent combination of education and experience requiredTechnical certificates obtained from A , Network , Security (at least one of the following or equivalent)Prior experience with administering any of the following will set you apart : Server, Network, and Database.Obtaining PaperCut Technical certificates is required within 90 daysMust have a basic understanding of :
Desktop Operating Systems : Windows, Mac OS or Linux
Server OS : Windows or LinuxMobile Operating Systems : Chrome OS or Android or iOSMicrosoft OfficeNetworking including : DNS, DHCP, and troubleshooting connectivity between two end point devicesRemote Desktop SupportInstalling and supporting PrintersExperience in any of the following will set you apart :
Fluent in English and French
Print Management Software such as PaperCutVirtualization Technology : VMWare, HyperV, CitrixScripting languages : Powershell, Batch, or ShellProgramming Languages : JavaScript or PythonDatabase : MS SQL, MySQL, OracleGoogle WorkspaceZoho SuiteMDM Software such as : Intune, JAMF, MunkiExperience exercising discretion and confidentiality with sensitive company or team informationExcellent organizational skills with an ability to think proactively, anticipate upcoming needs, and prioritize workPhysical Requirements
Must be able to stand or sit for prolonged periods of timeMust be able to lift 15 poundsAbility to travel and fly on a commercial airliner if neededMay be required to furnish a passport or other identity documents for international travelSupervisory Responsibility
This position has no supervisory responsibilities.Work Environment
Moderate noise level, bullpen environment located at ACDI headquartersFast-paced, encouraging, and positiveEmployee may be required to furnish adequate internet services, mobile services and devices necessary to receive business communications on a continual basisOther Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
