Job Summary

Bilingual Capability - Proficient in French and English language, preferably Quebec (Canadian French)

Key Responsibilities

- Good verbal and written communication skills with the ability to document customer issues clearly and professionally.

- Bilingual Capability - Proficient in French and English language, preferably Quebec (Canadian French)

- Customer-centric approach with focus on empathy, active listening, and ownership of customer experience.

- 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.

Skill RequirementsRequired Qualifications

- Bachelor's degree or equivalent practical experience.

- 1-2 years of experience in customer service, service desk, operations support, or technical support workplace.

- 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.

Other Requirements

- Typing, comprehension, and documentation capability suitable for real-time ticket updates.

📌 Senior Process Associate (Canada)
🏢 HCL Technologies
📍 Canada