Founded in Montreal in 2011, BonLook literally transforms the use of eyewear from seeing to being seen. Defining itself as the ultimate destination for a trendy and impeccably designed frame wardrobe, BonLook aims to revolutionize the omnichannel shopping experience of optical products. By making prescription eyeglasses accessible, BonLook transformed it into a must-have fashion accessory at an unbeatable value for money.
Reporting to the Director of IT, the Technical support Agent is a front-line provider of technical support to the entire company and its stores. In that regard, and with a constant mindset of excellence in customer service and professionalism, he receives, organizes and follows up on internal support requests. Occasionally, when certain support requests require the collaboration of members of the IT department, he coordinates the necessary internal work.
In addition, the agent filters requests, groups them together and refers requesters to existing procedures in order to minimize manual interventions. When these procedures are missing, the agent works with members of the IT department to create, implement and operationalize new procedures. The agent also demonstrates innovation and creativity by simplifying existing procedures and introducing new processes to improve and simplify IT support for the business.
Finally, the agent must know how the internal applications and systems of the company work. The agent must be able to master the technical support ticket management software, ensure that the tasks are up to date and have information at all times on the progress and status of pending requests.
Provide first-level support to internal customers by answering their questions, directing them to the right place when necessary, assisting them in resolving their request, or referring them and accompanying them for a second-level resolution.
Organize, sort and filter technical support requests.
Communicate with internal customers experiencing technical difficulties to identify and document issues as they arise.
Diagnose and solve technical problems.
Document the resolutions of technical problems.
Perform service requests with suppliers and follow up with them.
Manage and secure access for employees at the head office and in stores.
Participate in and manage the process of purchasing IT equipment for the head office and stores, including monitoring, receiving, configuring, deploying and operationalizing them.
Participate in and manage the process of purchasing computer licenses for the head office and stores.
Maintain and manage the IT inventory of the company.
Perform and manage installs and updates of computer equipment.
Create, update and enhance the documentation related to the products and services offered by the IT department; contribute to the growth and maintenance of the knowledge base.
Any other related task related to IT support provided to the company.
1 to 3 years of experience in a level 1 technical support position.
Perfectly comfortable with computer systems, networks, computer components, local area networks, cable configuration, Internet applications, browsers, and showing patience in resolving problems with internal customers.
Proven customer service experience in retail, sales or call center environments.
Exceptional customer service and communication skills.
Sense of professionalism.
Ability to work independently and a willingness to excel while contributing to the overall success of a team.
Ability to solve problems and find new processes to improve and simplify business processes in IT support.
Ability to interact with technical and non-technical people at all hierarchical levels.
Ability to work independently in a dynamic environment.
Sense of organization.
Perseverance, autonomy and initiative.
Focused on quality, service and results.
Ability to easily adapt to changes and proposals.
Bilingualism, English and French, spoken and written.
Full-time permanent position (40 hours/week);
Flexible work schedule;
Personal and sick days;
Group insurance, including medical and dental insurance, and VRSP available;
Corporate discount on glasses for the employee and family and friends;
BonLook head office is located in the South-West district of Montreal along the Lachine Canal, easily accessible by metro, bike and bus.
BonLook thanks all candidates that have shown interest in the job opening by submitting their resume. However, only candidates considered for hiring will be contacted. We support equal opportunity for employment.