Technical Support Analyst

The Colas Group is a worldwide leader in transportation infrastructure construction and maintenance. Our goal is to set the pace in our industry and to be a model of excellence by providing safe, innovative, sustainable and cost-effective solutions for our customers. We are active in the construction and maintenance of road, air, rail and maritime transport infrastructure, urban development projects and recreational facilities. With 70,000 employees spanning 5 continents, the Colas Group carries out over 100,000 projects each year, backed by a tight international network of construction materials facilities, including: aggregate mining sites, asphalt plants, ready-mix concrete plants, liquid asphalt terminals and emulsion plants.

As a key part of this group, Colas North America has a network of companies which allow us to provide most of our products and services most anywhere in the United States and Canada, from Alaska to Florida and Québec to Southern California. We are committed to developing and improving products and construction services based on recycling of material, improving energy efficiency and reducing greenhouse gas emissions.

Job Description

As a Central Support Analyst, you are often the first point of contact for our customers and the voice of Colas IS Support, delivering outstanding solutions and support to our customers. Your positive, engaging attitude, troubleshooting skills and ability to quickly get to the root cause of a problem ensure customer satisfaction and keep our business running. The ideal candidate will be fluent in French and English.

Main Responsibilities

• Triage and troubleshoot a high volume of customer contacts, providing rapid resolution to routine and straightforward incidents
• Capture incoming customer service requests, ensure accuracy, and route appropriately
• Fulfill many standard customer requests, including access, security and desktop requests
• Answer incoming customer phone calls, ensuring that no customer is routed to voicemail
• Process self-service tickets submitted in the end-user portal
• Promote the use of the end-user portal and demonstrate its use to the subsidiary employees
• Competence with both business application and technology support, including a general understanding and awareness of all Colas’ standard suite of software and tools
• Develop knowledge articles and standard workflows that enable faster, more consistent support of customer issues and customer self-service
• Work to identify trends and patterns in customer issues and initiate immediate action
• Perform analytics on incidents and requests to improve Support’s understanding of the state of the application ecosystem and provide intelligence on what projects to prioritize
• Create insights around what enhancements or innovations would better enable business processes, add functionality and reduce customer issues
• Develop relationships across ISS North America teams and regions to promote communication
• Lead by example, providing positive customer and team interactions that inspires a culture of support and business excellence
• Multitask effectively to ensure no customer is forgotten and no incident or request is unresolved
• The successful candidate will bring a proactive approach to supporting end-users and will follow through with any requests or issues to the customer’s satisfaction. Strong IT Customer Support experience and an outgoing personality be a core tenet to success in this role.

Qualifications

• Bachelor’s degree (preferred)
• Minimum of 2 years of IT customer service experience
• Fluency in French and English required
• Experience with an IT ticketing system
• Experience with ServiceNow ITSM (preferred)
• Experience with quickly resolving customer or business issues with positive outcomes
• Strong written and verbal communication
• Successful history of working productively and autonomously
• A strong sense of accountability for individual and team performance
• The initiative to resolve issues and create value wherever you see it
• Make decisions quickly with as much data as is available
• Treats everyone with respect and is a model of integrity
• Is a quick learner and problem solver