09/10/2020
We are looking for a Help Desk Technician to offer support and technical assistance to Clients and Customers who are using software, hardware, or other solutions & services we provide, who may need help completing tasks or troubleshooting problems.
This is a Full-Time position. Monday to Friday 8:30 am to 5 pm.
Position is entry level, but will lead to additional opportunities for the right candidate.
Job Duties will include:
• Monitor and respond quickly and effectively to requests received via phone, email, or chat
• Training Clients and Customers on how they can troubleshoot and diagnose problems
• Writing, editing, and revising training manuals and guides for updated software and hardware
• Document internal policies and procedures
• Providing technical assistance for questions and problems
• Ask educated questions and listen to customers to determine root cause of issues
• Resolving problems with services and solutions provided by the business
• Diagnosing system errors and other issues
• Work through the problem-solving process with customers, empowering them to do the same in the future
• Following up with Clients and Customers to ensure full resolution of issues
• Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
• Running reports to analyze common complaints and problems
• Remotely accessing hardware or software of Clients and Customers to change and fix problems
• Collect feedback to determine patterns and issues so they can be resolved or FAQs can be created and added to the Support Centre application to ease future troubleshooting
• Report significant and recurring issues to the tier-2 support team.
The Skills and Qualifications we are seeking are:
• Keen attention to detail, memory of patterns, and interest in problem-solving
• Strong computer skills and the ability to troubleshoot and diagnose problems
• Familiarity with both PC and Mac Hardware and Software
• Good Customer Service Skills
• Effective communication to help Clients and Customers fix issues and feel satisfied with the experience
• Writing and editing skills to aid in writing and updating manuals and guides
• Education or experience in software and hardware troubleshooting
• Solid knowledge of Microsoft Office products
• Strong command of English language, both orally and written; additional languages are an asset but not required
• Understanding of Linux OS and bash scripting not required but definitely an asset
• Proven experience as a Help Desk Technician or other customer service role preferred.
