Mississauga, Ontario
Job Summary
E0.2 – Onshore Canada ASC L1 - Job Description: Skill Sets and Qualifications
Core Skill Sets
Good verbal and written communication skills with the ability to document customer issues clearly and professionally.
Customer-centric approach with focus on empathy, active listening, and ownership of customer experience.
English and Quebec French language proficiency; bilingual capability required based on queue or service coverage needs.
Ability to work in rotational shifts in a 24x7 support environment.
Basic troubleshooting mindset, including probing, validation, and use of approved knowledge articles before escalation.
Ability to follow standard operating procedures, process updates, and ticket documentation requirements.
Attention to detail for accurate categorization, mandatory fields, caller details, screenshots, logs, and resolution notes.
Required Qualifications
1–3 years of experience in customer service, service desk, operations support, or technical support environment.
Basic knowledge of operating computer systems, ticketing tools, and Microsoft Office tools.
Ability to learn process flows, support procedures, and knowledge base articles within defined training timelines.
Typing, comprehension, and documentation capability suitable for real-time ticket updates.

Key Responsibilities
1. Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues Using Effective Communication And Problem-Solving Skills.
2.



Follow Escalation Procedures For Issues Beyond Individual Control, Ensuring A High First-Call Resolution Rate And Effective Customer Support.
3. Monitor And Ensure The Quality Of Customer Interactions, Providing Constructive Feedback And Coaching To Team Members To Enhance Their Performance.
4. Assist In Training New Team Members And Offer Ongoing Support And Mentorship, Fostering A Collaborative And Growth-Oriented Team Environment.
5. Lead Initiatives Focused On Enhancing Call Handling Processes And Improving Overall Customer Service Efficiency, Contributing To Better Customer Experiences.
Skill Requirements
1. Proficiency In Customer Service Principles And Practices, Demonstrating A Solid Service Mindset.
2. Excellent Verbal And Written Communication Skills, Ensuring Effective Interaction With Customers And Team Members.
3. Ability To Analyze Customer Issues And Provide Resolutions, Showcasing Problem-Solving Capabilities.
4. Familiarity With Performance Metrics And Slas, Contributing To Project Outcomes And Maintaining Quality Standards.
5. Strong Adherence To Company Policies And Guidelines, Including Confidentiality And Ethical Conduct.

Other Requirements
1. Optional But Valuable Certifications In Customer Service Excellence Or Related Fields
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📌 Senior Process Associate - Customer Care (Canada)
🏢 HCLTech
📍 Canada