Central Service Desk Agent (Mornings)

The Central Service Desk serves as the first point of contact for customers requesting technical support for their Paladin technology such as alarms, cameras, access control, data, voice and more. The Agent is responsible for performing remote trouble shooting and remote programming, as well as directing requests to the appropriate department in cases where the next tier of support is required, to support the needs of the customer. We are expanding our coverage for our French speaking clients across North America; this position requires proficiency in both French & English (written & verbal).

**This is a Remote (work from home) Morning Shift position (Saturday to Wednesday: 6am - 2.30pm EST).

Essential Job Functions:

• Provide exceptional customer service
• Answer calls and emails from customers
• Monitor online customer service requests and provide immediate and appropriate response
• Efficiently and promptly action service requests, service calls and customer requests
• Accurately enter service request details as a ticket and relay details to the appropriate service technician, department, or customer.
• Review ticket queue to identify ticket status, outstanding tickets or issues needing attention
• Monitor and keep track of work order status, ensuring SLA requirements are satisfied
• Provide Tier 1 remote trouble shooting for system issues
• Remote programming on various service platforms for trouble shooting and data updates
• Perform follow-up calls to ensure customer satisfaction
• Assist with and perform additional duties as required

Required Skills & Qualifications:

• High School diploma or equivalent required
• Proficient in French and English (written and verbal)
• Call center and/or customer service experience an asset
• Superior Customer Service capabilities
• Strong organizational and communications skills (written and verbal)
• Strong typing skills
• Self starter who can work independently
• Ability to prioritize departmental functions in order to meet due dates and deadlines
• Able to multitask and handle multiple priorities at a time

Le Centre de services sert de premier point de contact pour les clients necessitant un soutien technique pour leurs solutions technologiques Paladin, comme les alarmes, les cameras, le controle d'acces, le cablage, les communications unifiees et plus encore. L'agent(e) est responsable d'effectuer le depannage a distance et la programmation a distance, en plus de diriger les demandes de service vers les departements appropries lorsqu'un plus grand soutien est necessaire, afin de repondre aux besoins des clients.Nous elargissons notre couverture pour nos clients francophones a travers l'Amerique du Nord ; ce poste necessite la maitrise du francais et de l'anglais (ecrit et verbal).

**Il s'agit d'un poste du matin a distance (travail a domicile) (du samedi au mercredi: de 6 h 00 a 14 h 30 HNE).

Fonctions essentielles du poste:

• Fournir un service a la clientele exceptionnel
• Repondre aux appels et aux courriels des clients
• Surveiller les demandes de service en ligne des clients et fournir une reponse immediate et appropriee
• Repondre efficacement et rapidement aux demandes de service, aux appels de service et aux demandes des clients
• Saisir avec precision les details de la demande de service dans un ticket et transmettre les details au technicien de service, au departement du service ou au client approprie
• Examiner la file d'attente des tickets afin d'identifier le statut des tickets, les tickets en suspens ou les problemes necessitant une attention particuliere
• Controler et suivre l'etat des bons de travail, en veillant a ce que les exigences de l'accord sur les niveaux de service soient respectees
• Assurer le depannage a distance de niveau 1 pour les problemes de systeme
• Programmation a distance sur diverses plates-formes de service pour le depannage et la mise a jour des donnees
• Effectuer des appels de suivi pour garantir la satisfaction du client
• Assister et effectuer des taches supplementaires selon les besoins

Competences et qualifications requises :

• Diplome d'etudes secondaires ou equivalent requis
• Maitrise du francais et de l'anglais (ecrit et oral)
• Experience en centre d'appels et/ou en service a la clientele (un atout)
• Capacites superieures en matiere de service a la clientele
• Solides competences en matiere d'organisation et de communication (ecrit et verbal)
• Solides competences en dactylographie
• Autonome et capable de travailler de facon independante
• Capacite a prioriser les fonctions du departement afin de respecter les dates et les echeances
• Capacite a effectuer plusieurs taches et a gerer plusieurs priorites a la fois

Company Info:

Paladin Technologies is a premier North American complex systems integrator for building technology solutions, including IP security, alarms & monitoring, audio visual, low-voltage infrastructure, and networking. As a leader in the design, deployment, optimization, management, and maintenance of communication and digital networks, Paladin can meet the needs of clients on a national scale, while providing local support. Our team is the best in the industry, with manufacturer trained technicians, PMP-certified project managers, CTS- and RCDD-certified design engineers, coordinators, and administrative resources.

Paladin has offices coast to coast across the United Stated and Canada, and nearly 1,600 talented and committed professionals dedicated to custom-crafting and installing technology solutions for clients requiring Integrated Security, Network Infrastructure, Audio Visual, Fiber Optics/OSP, Structured Cabling, and more. We are always at the forefront of the changing technology landscape, and through continued training, complex client projects, and company support, we provide our colleagues with exciting challenges and a rewarding career as Paladin continues to grow.

This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. If you need accommodation for any part of the application process, please send an email or call 858-668-1705 to speak with Human Resources and let us know the nature of your request.

We thank you for your application, however only those selected for an interview will be contacted.