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 issues
• Handle automatic support ticket queues and ensure quick and professional responses
• Ability to escalate issues to second line support when required
• Resolve questions regarding solutions, services, and training
• Provide creation/updating of training materials for end users and dealer technicians
• Ensure proper communication occurs with end users, dealer reps, and ACDI employees in terms of providing timely status reports
• Train key personnel and managers on software, hardware, and supporting workflow
• Work across multiple departments to ensure collaborative efforts and improvements are being implemented, documented, and shared
• Responsible for achieving and maintaining organizational requirements for ticket quality and time utilization
• Support a variety of application platforms and systems
• Document and utilize solutions through use of a knowledge base, white papers, training sessions and other available educational tools
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
• Some after-hours and/or holiday work required
• Contribute to the team in a positive manner at all times 
• Maintain a complete understanding of and adhere to all ACDI policies, procedures, and processes
• Maintain a positive organizational culture while upholding ACDI's mission, vision, and core values

Experience & 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 required
• Technical 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 days

• Must have a basic understanding of:
  

  • Desktop Operating Systems : Windows, Mac OS or Linux
  • Server OS: Windows or Linux
  • Mobile Operating Systems: Chrome OS or Android or iOS
  • Microsoft Office
  • Networking including: DNS, DHCP, and troubleshooting connectivity between two end point devices
  • Remote Desktop Support
  • Installing and supporting Printers
    

• Experience in any of the following will set you apart:
  

  • Fluent in English and French
    
  • Print Management Software such as PaperCut
    
  • Virtualization Technology: VMWare, HyperV, Citrix
    
  • Scripting languages: Powershell, Batch, or Shell
    
  • Programming Languages: JavaScript or Python
    
  • Database: MS SQL, MySQL, Oracle
    
  • Google Workspace
    
  • Zoho Suite
    
  • MDM Software such as: Intune, JAMF, Munki
    
• Experience exercising discretion and confidentiality with sensitive company or team information
• Excellent organizational skills with an ability to think proactively, anticipate upcoming needs, and prioritize work

Physical Requirements

• Must be able to stand or sit for prolonged periods of time
• Must be able to lift 15 pounds
• Ability to travel and fly on a commercial airliner if needed
• May be required to furnish a passport or other identity documents for international travel

Supervisory Responsibility

• This position has no supervisory responsibilities.

Work Environment

• Moderate noise level, bullpen environment located at ACDI headquarters
• Fast-paced, encouraging, and positive
• Employee may be required to furnish adequate internet services, mobile services and devices necessary to receive business communications on a continual basis

Other 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.

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