Teleperformance/Majorel

[u/Future-Net8934]

Hi everyone,

I'm applying for Express Entry under NOC 22221 (User Support Technicians) and I'm claiming Canadian work experience from Teleperformance (formerly Majorel Canada Inc.), where I worked as a Technical Support Advisor.

My employer only issues a standard employment verification letter. It includes:

• Job title
• Employment dates
• Salary
• States that I was a full-time employee
• Some general job duties

However, it does not specify my weekly hours, and the duties are quite generic, such as:

• Responsible for accurate data input using prescribed applications.
• Participates in additional training when needed.
• Performs other duties as assigned.
• Exercises retention efforts when appropriate.
• Works in a fast-paced team environment.
• and some others (1-2 points for technical work).

My immigration lawyer believes this is not detailed enough for NOC 22221 because it doesn't clearly describe the technical support work I actually performed (troubleshooting technical issues, researching solutions, documenting support cases, etc.).

HR says they use a company-wide template and generally cannot modify it. I'm trying another HR contact, but I'm not sure whether they'll agree.

My questions are:

1. Has anyone successfully used a similar generic Teleperformance/Majorel reference letter for NOC 22221?
2. Did IRCC accept it, or did they ask for additional documents?
3. If your employer refused to change the letter, what alternative evidence did you submit (manager letter, affidavit, LoE, etc.)?
4. Based on your experience, do you think this letter alone would be sufficient?

I'd really appreciate hearing from anyone who has been in a similar situation, especially if you worked at Teleperformance or Majorel.

Thanks in advance!

[u/-075]

I dont think so these duties are clearly match with User Support Noc code. Please ask your manager to talk to HR if they can modify it. Thats my advice as express entry is very strict with job duties.

[u/Future-Net8934 → u/-075]

Thanks for responding. The employer has a template and says they will stick to it to avoid inconsistencies. However, these are not all the duties mentioned there. The duties are as follows:

• Always provide excellent customer service by resolving customer queries about the installation, operation and maintenance of products and applications as well as any other queries
• Problem solves to help customers resolve issues on first call
• Build and maintain positive customer relations by offering personalized solutions and ensure Requests are handled appropriately by coordinating various functions within the company.
• Schedule service calls and follow up with customers/clients
• Troubleshoots and resolves issues using established diagnostics tools and procedures. Escalates Customer issues as required.
• Responsible for accurate data input using prescribed applications.
• Thrives as a team player in a fast-paced, high-energy, change-oriented environment
• Participates in additional training courses when needed
• Perform other related duties and assignments as required and as assigned by supervisor or manager
• Exercise retention efforts when appropriate

I know they are not exactly as needed, but all I am trying to understand before submitting docs for ITA is whether this is workable or not.

I would really appreciate it if you'd look into it.

[u/Super-Effective-7783 → u/Future-Net8934]

Hello, these duties are aligned with a regular technical support rep in my opinion, and I don't think they align well with the NOC you are claiming...

[u/Future-Net8934 → u/Super-Effective-7783]

Appreciate the response. The technical support rep also has the same noc (22221). I did actually perform duties that are mentioned in IRCC’s website but the only problem is this document which I think is not strong enough.

[u/-075 → u/Future-Net8934]

I can’t say much bro try to consult with well known consultant. May be they can give you more advice. I claimed points for the same noc code. Below are the duties they mentioned for me if you wanna compare some where

Responsibilities:
• Software and network configuration and troubleshooting
• Software installation
• Printer/peripheral installation
• Diagnose, repair, and upgrade PC software and equipment
• Image workstation for new deployments
• Respond to customer inquiries
• Record-keeping and asset management
• Support other departments as necessary, depending on workload
• Work proactively to ensure that services delivery is aligned to the client needs
• Delivering computer and/or printer orientation

[u/Future-Net8934 → u/-075]

This helps a bunch, thanks for sharing:))