Front Line Support Agents (Portuguese/English)

Innovatia Inc. is an industry-leading knowledge management company with expertise in information technology, telecommunications, health, energy, and aerospace and defense.

We provide our customers (including some of the world’s most successful Fortune 500 and Fortune 1000 companies) with end-to-end knowledge solutions including technical documentation, training, technical support, information auditing, and consultation.

We are looking for Front Line Support Agents (Portuguese/English) to provide excellent customer service to one of North America’s leading information technology companies. You will join a team of support professionals.

Responsibilities:

Provide prompt comprehensive service/support to customers, end-users and employees.
Use active listening skills in order to determine customer needs.
Use effective probing techniques to ensure the issue is resolved or escalated accurately.
Creation and dispatch of tickets.
English and Portuguese language support.
Service Entitlement.
Work as a member of a team providing end-to-end service.
Qualifications:

Excellent communication and customer service skills.
Minimum of one year post- secondary education or equivalent in a technical field.
Strong organizational skills.
Ability to work independently.
Ability to work flexible hours (days, nights and weekends).
A+, MCP or equivalent certification is an asset.
Knowledge of ticket tracking software is an asset.
Bilingualism (Portuguese/English) is required.
The Innovatia Contact Centre also has an excellent learning program where representatives can access on-line learning in-house to expand their skills, thereby enabling them to move to other positions within Innovatia.

To apply:
www.innovatia.net/careers