The Working Centre - Job Search Resource Centre

                                                                                                   

Bilingual (English/French) Technical Support
Date Posted: July 27, 2010
Employer: Internationally Trained Professionals Internship Program
City: Kitchener
Type: Full Time
Wage:
Description: Note about this position: The employer has agreed to receive applications from qualified candidates of the Internationally Trained Professionals Internship Program, facilitated by the Waterloo Region Immigrant Employment Network (WRIEN) and Conestoga College.  
 
The Internship Program is set up to assist internationally trained professionals gain Canadian experience in their field. Eligible candidates will be residents of Waterloo Region and meet the following criteria. The candidates must:  
 
# Be eligible to work in Canada (permanent resident, intent to land and/or Canadian citizen)  
# Be in need of first Canadian work experience in their area of expertise  
# Be ready and available for employment  
# Hold a post-secondary degree or journeyman status from another country  
# Possess related work experience in a profession/trade from outside Canada  
# Demonstrate English skills at the Canadian Language Benchmark (CLB) assessment level of 7 or above  
# Have a resume and cover letter specific to their profession  
# Be registered with one of the participating community agencies  
 
Please refer to the WRIEN website for further information:  
http://www.wrien.com/documents/WRIE1016_InternshipBrochureV4.pdf  
 
Candidates must be registered with one of the participating community employment services agencies, and applications must be submitted by the candidate's EMPLOYMENT COUNSELLOR. If you are not registered with one of the agencies, please contact The Working Centre or one of the other participating following community agencies.  
 
Resumes will not be accepted by email. Candidates must connect with an EMPLOYMENT COUNSELLOR at The Working Centre or one of the other community agencies, ie make an appointment. Late applications will not be considered.  
 
 
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Bilingual Technical Support-Permanent  
Desire2Learn  
Kitchener, Ontario  
General Description:  
 
We are seeking a Product Support Representative with a flexible schedule, and experience working in a fast-paced environment. Bilingual Support Specialists provide technical assistance, support and advice to end users and administrators. Our Support department plays an integral role in the organization by interpreting problems and providing support for our software. Candidates must be technically sound, proactive in nature and have the ability to gracefully deliver in high pressure situations.  
 
To be considered for this role candidates would describe themselves as being goal oriented, results driven, and analytical in nature. A successful candidate will be dedicated, enjoy project-based work, and have the ability to multi-task. We emphasize a positive environment with the use of self-managed work teams. Dealing with clients will be required on a daily basis, so strong interpersonal skills are essential.  
 
# Troubleshoot software user issues and escalate to the appropriate team  
# Diagnose and resolve client system configuration issues  
# Assist with the administration of our Customer Care System  
# Provide first and second level support for problem determination, new installations, upgrades of hardware and software for all support issues  
# Develop, design and propose solutions to meet technological needs for users  
# Responsible for accurate, timely logging of all support calls in call tracking system and escalation of problems where appropriate  
# Develop strategies to increase client satisfaction and ensured an optimal level of servicing  
# Create and administer web profiles and filters  
# Develop support documents, FAQ's and Knowledge Base Articles  
# Manage outstanding development issues  
# Perform special projects as required  
# 24/7 shift rotation and on-call support  
 
Requirements  
Work Experience and Qualifications:  
# 2 years + experience with the above responsibilities  
# Service oriented phone manner; excellent communication skills  
# Advanced problem solving skills  
# In-depth knowledge of Internet technologies  
# Solid understanding of both hardware and software  
# Basic knowledge of full product development life cycle  
# Strong attention to detail  
# Technical requirements include familiarity with programming, database design, HTML/XHTML, JAVA, JavaScript and ASP  
# Experience supporting a Learning Management System  
# Fluent in English and French  
 
Education Recommendations:  
# Bachelor's degree or equivalent in Computer Science  
How To Apply: Applications must be submitted by the candidate's EMPLOYMENT COUNSELLOR. If you are an internationally trained professional living in Waterloo Region, and you are not working with an employment counsellor, please feel free to contact The Working Centre or one of the other participating community agencies.  
 
Resumes will not be accepted by email. Candidates must connect with an EMPLOYMENT COUNSELLOR counsellor at The Working Centre or one of the other participating community agencies, ie make an appointment. Late applications will not be considered.
Deadline: August 6, 2010
Jobs are posted on The Working Centre's web site as a service to employers and job-seekers. Please apply directly to the employer as specified in the posting. If you want to speak to an employment counsellor at The Working Centre for assistance with your job search, please call us at 519-743-1151, or request an appointment at appointments@theworkingcentre.org.