Help Desk Technician

Pay Rate: $18 - $20/Hour CAD

Overview:

As a Technical Solutions Representative you will provide L1 support, answer help desk telephones and various methods of inquiries (Email, SST, Web, Chat, etc..) for multiple accounts and responds to all customer inquiries to ensure customer needs are met.

Responsibilities:

• Assist customers in resolving all technical problems by providing troubleshooting guidance regarding software and hardware problems.
• Resolve and/or refer more complex technical problems through a defined escalation process.
• Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
• Log and track inquiries using a problem management database and maintains history records and related problem documentation.
• Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are resolved appropriately.

Basic Qualifications:

• High school diploma or G.E.D.
• 1-2 years of technical or customer support experience.
• Experience working with company products and operating systems.
• Experience with solving computer-related problems.
• Experience working with company escalation policy.
• Will require availability to work either Day, Evening or Night shift, including weekends.

Knowledge and Skills:

• Interpersonal skills to interact with customers and team members.
• Strong communications skills
• Organization skills to balance and prioritize work.
• Good analytical and problem solving skills.
• Leadership skills to mentor and provide guidance to less experienced personnel.
• Ability to work individually as well as in a team environment, work environment and office environment.