Document in Teams Group chat, ITSM system and AAR the incident timeline and actions taken * If User(s) are not available to assist, MIM to "pause" ticket until they become available * Once MI problem ...
New
Document in Teams Group chat, ITSM system and AAR the incident timeline and actions taken * If User(s) are not available to assist, MIM to "pause" ticket until they become available * Once MI problem ...
New
Document in Teams Group chat, ITSM system and AAR the incident timeline and actions taken * If User(s) are not available to assist, MIM to "pause" ticket until they become available * Once MI problem ...
New
Document in Teams Group chat, ITSM system and AAR the incident timeline and actions taken * If User(s) are not available to assist, MIM to "pause" ticket until they become available * Once MI problem ...
New
Virtual Chat Assistant information
What are the key skills and qualifications needed to thrive as a Virtual Chat Assistant, and why are they important?
To thrive as a Virtual Chat Assistant, you need strong written communication skills, quick typing abilities, and familiarity with customer service best practices, often supported by a high school diploma or equivalent. Proficiency with live chat platforms, CRM systems, and helpdesk software is typically required. Exceptional interpersonal skills, patience, and multitasking abilities help you stand out in this role. These skills are crucial for efficiently resolving customer inquiries, ensuring satisfaction, and maintaining a positive brand image in a remote environment.
What are virtual chat assistants?
Virtual chat assistants are professionals who provide customer support, information, or other assistance online, primarily through chat platforms. They handle tasks such as answering customer inquiries, resolving issues, providing product or service information, and sometimes performing administrative work. Virtual chat assistants can work for a variety of industries and often work remotely, making them a flexible option for both employers and employees. Their goal is to ensure customers receive prompt, accurate, and helpful responses to their questions or concerns.
What is the difference between Virtual Chat Assistant vs Customer Service Representative?
| Aspect | Virtual Chat Assistant | Customer Service Representative |
|---|---|---|
| Credentials | Basic computer skills, communication skills | High school diploma, customer service training |
| Work Environment | Remote, online platforms | Call centers, retail stores, offices |
| Industry Usage | E-commerce, tech companies, online services | Retail, telecom, banking |
| Job Focus | Handling online chats, providing info, troubleshooting | Phone calls, in-person support, email |
While both roles involve assisting customers, Virtual Chat Assistants primarily handle online chat inquiries remotely, focusing on digital communication. Customer Service Representatives often work in person or over the phone, providing direct support. The roles overlap in communication skills and industry usage but differ mainly in work environment and interaction methods.
What are some common challenges Virtual Chat Assistants face when communicating with customers online?
Virtual Chat Assistants often encounter challenges such as interpreting ambiguous customer queries, managing multiple conversations simultaneously, and maintaining a consistent, friendly tone across all interactions. They must quickly adapt to different customer personalities and resolve issues efficiently, even with limited context. Continuous learning about company products and services, as well as utilizing knowledge bases, helps overcome these challenges and ensures high-quality support.
What are popular job titles related to Virtual Chat Assistant jobs in Quebec? For Virtual Chat Assistant jobs in Quebec, the most frequently searched job titles are:
What job categories do people searching Virtual Chat Assistant jobs in Quebec look for? The top searched job categories for Virtual Chat Assistant jobs in Quebec are:
Full-time
Posted 3 days ago
New
Job description
Job Description:
Job Description - Major Incident Management Analyst
DXC is seeking a candidate for a major customer that has a proven track record to lead Major DT incidents to resolution. The successful candidate will also be involved to maintain and improve processes, policies, standards, documentation and measurements that help our organization effectively manage and report on Major incidents. This role will be part of a Global Command Center team that will cover 24/7 support activities identified below for all our locations in more than 160 locations around the globe.
As a Major Incident Manager, you will be responsible for the effective and highly disciplined approach to execute the various service restoration activities such as engaging our technical teams, 3rd party service providers, decisions, timely communications, reporting, escalations, etc.
A company of our scope and global reach manages a significant amount major incidents on a weekly basis, with a great deal of visibility and requires a sense of urgency to resolve the service disruptions.
A key aspect of this role will be the continuous improvement process to reduce the duration, frequency and impacts of service disruptions and will be tracked with 2026 KPI target objectives.
The successful candidate for this role will quickly become familiar with Pratt's Major incidents processes, engagement of all key support roles, decisions to restore services, Communications, ensuring that tasks or corrective steps in AARs/RCA really address the root cause of the service disruptions.
Key Responsibilities Include:
- MIM Acknowledgment of escalated Incident tickets from the Command Center team
- Information gathering from User who reported the problem
- P1 tickets affecting Business Operations; MIM to contact the ServiceDesk to create a corresponding "child" ticket
- Review and confirm major incident classifications with business owners and support teams
- Send major incident communications using our standard MI templates every 30 minutes
- Update Teams MI group chat with key problem information/impacts/decisions/attendance, etc
- Define/confirm initial problem severity level and include/save in problem ticket
- Initiate and lead major incident bridge calls
- Coordinate problem with technical teams/service providers and define action owners
- Determine if a work-around/temporary solution can be put in place to restore service
- Provide timely updates to GCC leadership
- Document in Teams Group chat, ITSM system and AAR the incident timeline and actions taken
- If User(s) are not available to assist, MIM to "pause" ticket until they become available
- Once MI problem is resolved - update the INC ticket to "Resolved" status
- Follow up with the support team to update the major incident ticket in the ITSM system with "Resolved" status
- Inform Technical/Service Owners that they have 5 days from "Resolved" status to update all their information in the ITSM system
- Support postincident review activities
- Support/Finalize the AAR/RCA process within 5 business days for a P1 and 10 business days for a P2
- Identify process gaps and recommend improvements
- Maintain governance documentation and process updates
- Work with support teams to meet our 4-hour target objective to resolve P1 major incidents
- Follow up on all residual MI Tasks/Correctives are completed
Skills:
- Ability to quickly develop a working familiarity with Pratt DT infrastructure and key support personnel and processes
- Ability to partner with DT Tower leads for delivery relationships between services, applications network and other assets
- Ability to quickly understand company's business functions and geographies
- Strong Knowledge of ITIL ITSM processes and implementation (ITIL Foundation certification required)
- Very proficient with the ITSM tool
- Technical analysis and problem-solving skills
- Effective written and oral communication skills
- Proficient organizational, time management, and follow up skills
- Flexibility, drive, initiative and a proven ability to obtain timely and quality results
- Demonstrated team orientation and carrying a positive attitude
Experience:
- Must possess a minimum of five years of experience in a similar role
- Minimum of 5 years' familiarity with a variety of infrastructure technologies in large-scale heterogeneous environments
- Working in highly regulated environments
- Experience with ITIL processes execution (Incident, Change, Problem, Event/Fault, etc.) in an IT Service Management ecosystem
- B.S. or B.A. preferred, or equivalent work experience required
Other:
- Ability to work under Stressful situations and make the right decisions
- Ability to work on different shifts
- Sense of urgency
- Effectively lead and manage the restoration of services with our technical teams & Service Providers
- Self-Starter
Work Location: Canada (Quebec). The selected candidate is expected to work on-site 100% of the time.
DXC is an equal opportunity employer. We welcome the many dimensions of diversity. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy.
In addition, DXC Technology is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail AODA Canada Requests.
Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf.More information on employment scams is availablehere.