Technical Support Representative - Bilingual
Brand: Skillsoft
Req#: 515012
# of Positions: 0
Updated: 02/05/2020
Job Type: Regular
Location: Fredericton NB
Category: Support
Position Status: N/A
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Job Description


Job Description:


The Technical Support Representative is responsible for handling customer and Skillsoft employee inquiries through live help, phone and email in both English and French.


Job Responsibilities:


In-depth understanding (“expert user”) of the functionality and capability of Customer Service tools

Liaison with client and ensure client’s needs are met.

Compile client reports as requested

Routes or answers all incoming communication (email, phone, or other) from customers and clients. 

Maintains student database

Keeps up-to-date on course/curriculum offerings’ changes to certification tracks; recommend course orders.

Familiar with all Skillsoft products; including Percipio, Books24x7 and Skillsoft Compliance

Maintains workload measurement time sheets to be submitted to supervisors

Attentive to service level agreements


Job Requirements:


Post-secondary education in a related field or an equivalent combination of training and experience

Competency in written and spoken English; as well as written and spoken French

Previous experience (1+ years) working in a Technical Support function or a Customer Service Center for an e-business company, Internet Service Provider or software vendor, with experience providing service to both consumers and corporate customers

Good knowledge of Windows Platforms, eCommerce and Web/Internet platforms.

Experience with the following software: Microsoft Office (Microsoft Word, Excel, Power Point, Access and Outlook)

HTML, firewalls, and proxy servers


Skills Required:


Ability to communicate information and ideas clearly and concisely, orally and in writing

Excellent time management and organizational skills; you must be results and deadline oriented.

The ability to function in a team-oriented environment

Understand and utilize new technologies / systems.

Strong analytical and troubleshooting skills; proactive in short and long-term problem solving

Typing speed of at least 40 wpm

Ability and willingness to learn and participate in ongoing education

The ability to capture and manage client requirements and expectations



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Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law