About the role

Providing complex technical support to users via phone, chat, and email for IT solutions. Assisting agents and resolving hardware and software issues efficiently while leading communications.

Responsibilities

Responsible for providing complex technical support to users via phone, chat, and email, for a range of hardware and software related systems.
Assists Level II agents with problem solving and acts as an escalation point for Level II and Level I Agents.
Responds to and diagnoses issues through user discussions and Level II escalations, which includes troubleshooting procedures, problem and incident resolution.
Efficiently and quickly resolves user issues, queries or complaints.
Act as a first responder – by phone or electronically – with brokers about all problems and questions related to the computer systems that we host.
Track tickets in the call centre management tool with the different support teams and external vendors.
Administer support or escalation to other departments or vendors.
Acts as a subject matter expert to junior agents for ticket processing and internal procedures.
Creates and updates references and procedures documentation, in collaboration with various support departments, to improve the efficiency of actions and transfer knowledge.
Review upcoming Standard Operating Procedures/Product Manuals to ensure comprehension, that proper processes were followed, and to disseminate information throughout the team in a clear and efficient manner.
Leads weekly team discussions and provide meeting minutes to properly document topics.

Customer/People Focused
Diploma of collegial studies (DCS) or ACS in computer science
5-8 years of experience working in an IT call centre
Must be fluent in English, both orally and in writing (French an Asset)
Excellent customer service and communication skills with an ability to adapt your style to different situations or contexts.
Excellent diagnostic and resolution skills allowing you to effectively identify defects and apply appropriate solutions
Sense of urgency and resourcefulness
Ability to efficiently compile and analyze data to make sound recommendations
Customer oriented and has experience working with customers, preferably in a technical support position
Strong conflict resolution skills, capable of managing and resolving customer and departmental disputes efficiently and professionally
Able to maintain a positive and collaborative team environment
Ability to work independently and with minimal supervision
Knowledge of Office365 (an asset)
Basic ITIL training (an asset)

Flexible work arrangements and a hybrid work model
Possibility to purchase up to 5 extra days off per year
Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more
Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)