Helpdesk / Technical Support

Summary:

The main function of a technical help desk specialist is to provide technical assistance to computer system users.
A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.

Candidate Value Proposition:

The successful candidate will have the opportunity to work hybrid where they are only asked to come in 2x a month.
Team provides a wide range of support and opportunity for growth.

Typical Day in Role:

1. Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower – high complexity level.
2. Troubleshooting customer concerns over inbound phone calls.
3. Enter commands and observe system functioning to verify correct operations and detect errors.
4. Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
5. Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Must Haves:

1. Fluent English/French - Mandatory (no exceptions, bilingual and fluency in both required).
2. 2-3 Years Customer Service Experience.
3. 2-3 years of browser troubleshooting practices.
4. Knowledge of computer software, such as configuration management software, desktop communications software, and operating system software.

Nice to Have:

1. Previous Help Desk or Contact Center experience.
2. Technical Help Desk Experience.

Soft Skills:

1. Strong verbal and written communication skills.
2. Problem-solving skills.
3. Customer service.
4. Empathy, finesse, and interpersonal skills.
5. High ability to work independently and manage one’s time.

Education:

College/University in related field preferred but not required.

Best vs Avg Candidate:

Strong technical helpdesk experience with strong language proficiency.

Interview:

1 round of interview over video conference – 1 hour.
Manager will send out a technical assessment test to be completed within 24 hours after receiving once the interview is completed.

Job Details

Job ID: 13164

Contract Duration: 12 months

Location: Scarborough