About the role

Entry-level IT Helpdesk Technician supporting Yelp employees across offices worldwide. Troubleshooting hardware, software, and service requests while helping Yelp connect people with local businesses.

Responsibilities

Respond to assigned Helpdesk tickets and provide solutions for reported customer problems
Identify, troubleshoot, and resolve hardware and software problems or escalate issues when required
Use phone, chat, and inbound ticket queue to handle global employee IT service requests
Monitor internal ticketing system notifications for proactive response and communication of outages or system downtime
Participate in Helpdesk team projects and ensure completion on time and to specifications
Triage support requests, resolve issues, and escalate issues to appropriate teams
Provide tech support to Yelp offices worldwide and customer support to employees across regions

Excellent customer service skills with a collaborative attitude
Willingness to learn new technologies or working knowledge of Google Apps, Office 365 for Mac and PC, Active Directory, software-based telephony, Jira Service Desk, SSO, and related tools
Familiarity with writing technical documentation
Action-oriented approach with a strong understanding of ticket process, workflow, and queue management
Ability to work independently and within a team environment
Ability to prioritize and address multiple tasks in a dynamic, high-paced work environment
Previous helpdesk experience is an asset
Must be located in Canada's Eastern time zone

Compensation range of $53,000–$65,000
Option to be fully remote within Canada’s Eastern time zones
Yelp's five star benefits (details linked in the posting)
Reasonable accommodations for individuals with disabilities in the job application process