Domtar is a leading provider of a wide variety of fiber-based products including communication, specialty and packaging papers, market pulp and absorbent hygiene products. With approximately 10,000 employees serving more than 50 countries around the world, Domtar is driven by a commitment to turn sustainable wood fiber into useful products that people rely on every day.
The IT Customer Service group provides its clients a unique point of contact for all incidents and service requests. It aims to provide an excellent service while controlling costs and improving client and employee satisfaction.
Reporting to the Manager, IT Customer Service, your main role will entail providing remotely fast and courteous telephone support for Domtar users with regard to incidents and service requests, so as to provide an adequate troubleshooting service.
- Ensure the reception and the understanding of calls in order to provide the preliminary diagnostic of the incident reported;
- Resolve first level technical problems;
- Escalate calls and requests to second level support and/or appropriate department when required;
- Ensure calls and requests are followed up until resolution. In addition, ensure that follow up and closing of the incident is notified to user/client.