Bilingual Service Desk Agent

Job Description :Job Title:Bilingual Service Desk Agent (French & English)Reporting To: Service Desk Operations ManagerVision/Mission: Sun Life is a global Financial Services company. On our award-winning Service Desk in Waterford our clients are Sun Life employees working around the globe as well as Sun Life's growing client base in North America. Right now we're looking for people who care deeply about providing exceptional Customer Service in English and French to join us. Core competencies/qualities (questions):1. Do you like the idea of working as part of a diverse, inclusive and welcoming team? 2. Do you feel confident speaking in English and French on the phone? 3. Would you like to build and develop lasting relationships with clients? 4. Do you like figuring things out? Do you enjoy solving puzzles? 5. Are you the one others come to when they need help with their phone or computer? If this sounds like you, please read on.What we do:Here on the Sun Life Service Desk we enable our clients to get on with their working day by helping fix their IT problems, from password resets, setting up software on laptops and mobile devices, to more perplexing IT issues.Job role & objectives:Once you start at Sun Life the training given will build the confidence you need to take calls. We don't expect you to know everything from day one. Thanks to a gradual process of structured training, guidance and coaching for the first 6 weeks, and beyond, you'll get there. You will be taught what you need to know from a technical side and as your confidence grows you will take calls by yourself, safe in the knowledge that there is a support network around you, in the office and online. By us empowering you, you can empower our clients with a seamless service from start to finish. Having a background in IT may mean you will be more familiar with the issues and technical terms used on the desk but the coaching is there for every successful applicant whether or not they have ever taken any formal IT courses.Responsibilities:As a member of the Sun Life Service Desk: You will be the first line of support for Sun Life employees' technical issues around the world, providing this support in English and French You will work as part of an IT support team, proactively coming up with solutions You'll notice that the client wants to get back to work as soon as possible. Your job will be to facilitate this in the best way possible On a call, you'll decide the best way to help the client by listening carefully & asking the right questions to find out exactly what they need You can search the Knowledge Base (KB) by typing in a few key words You can ask colleagues for help, in person or in online real-time group chats, both for general questions and more specialized teams. There are also coaches available for help and guidance. You may take the call, but you always have a support team around you to ensure you get the client to the best resolution After each call, you will log the details to help us track and learn from the calls we get to help improve our client's experiences When you can't fix it yourself, you may need to send the issue on to a specialized team, keeping your client informed of the next steps By sharing your experiences from each call you also help with maintaining and improving the Knowledge Base, in turn helping us to improve the service offered to our clients You will get the opportunity to gain insights into other lines of business within the Service Desk environment by accommodating overflow support during their busy/after hour periods.Why it's rewarding to work for Sun Life:Sun Life employees are offered a considerable benefits package* from practical things like private health insurance & a pension scheme to the optionally joining our Sports & Social club who run events most months treating members to pizza, doughnuts, reduced cost tickets for local and national amenities and even encouraging people to give indoor soccer, inter-firms tennis or tag rugby a try.We are focused on investing in all our employees and the progression of women features prominently in our vision. From partnering with local secondary schools & WIT, to our mentorship programmes within Sun Life such as Horizon & Girls Run IT. We recognise that women have an incredible amount of qualities, knowledge and experience to bring to the company and with the right encouragement we can help them reach their full potential.Working for Sun Life means being part of a company that gives back to our local community. You'll be part of an organisation that continually raises money for charities, runs laptops for school programmes, sponsors sports players and much more.We want you to evolve and advance in your career with Sun Life Ireland. Working together, we will support you on your journey to achieving your professional goals, whether this is working on-site from our Waterford office, working remotely from home or a combination of both.Some of the positives of Waterford; voted the Irish Times Best Place to Live in Ireland for 2021. From the city scene to the coastline and newly constructed Greenway, there are so many things to do, both in Waterford and our neighbouring counties. With a lower cost of living compared to other cities, Waterford can offer a more relaxed and accessible lifestyle.Benefits: 22 Days Annual Leave - increasing to 25 days based on length of serviceMaternity Leave, Paternity Leave, Parental LeaveAnnual Bonus plan based on Company and Individual Performance100% Private Health Insurance cover for employees and 50% contribution for family members from date of hire.Study Assistance Program inclusive of Masters ProgramS&S Club, Wellness Program, GP Scheme, Flu Vaccines, Eye Care Scheme as well as lots of discounted events and classesDefined Contribution Pension SchemeJob Category:IT - Technology ServicesPosting End Date:29/04/2024