Senior IT User Support

Role Overview

• 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.

Requirements

• 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)

Benefits

• 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)