IT Support Technician supporting SysGen Solutions Group’s managed services and internal IT operations in Calgary. Monitoring systems, troubleshooting devices, and assisting clients and employees.
About the role
- Technical Support Agent providing customer support for software at ProgressionLIVE. Aiding clients in various industries with technical issues and inquiries regarding the software.
Responsibilities
- Respond to customer inquiries with courtesy, empathy, and professionalism
- Guide customers in using our software
- Actively listen to customers' needs
- Resolve issues efficiently
- Explain solutions clearly, simply, and in a reassuring manner
- Ensure rigorous follow-up on requests
- Document interactions and solutions
- Escalate more complex technical issues at the appropriate time
- Collaborate with internal teams to improve the customer experience
Requirements
- College diploma or other relevant training
- Bilingualism to effectively support clients across multiple regions
- Experience in B2B customer service
- Comfortable with technology
- Experience with SaaS products (an asset)
- Experience with ticketing systems or CRM (an asset)
Benefits
- 4-day workweek
- Flexible schedule & remote work
- Competitive salary + annual review
- Group benefits after 3 months (50% employer-paid; family coverage available)
- Employee Assistance Program (EAP)
- Corporate telemedicine program
- Group RRSP / employer retirement plan with employer contributions after 6 months
- 3 weeks of vacation in the first year (available after 3 months)
- Regular social and sports activities
- Annual training budget
- Annual personal allowance of $350 (for sports or remote-work equipment)
- Coffee, snacks, and a positive atmosphere guaranteed in the office
Job title
Job type
Experience level
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