Technical Helpdesk Support Office-based Eastwood

Job Description

As a Technical Support Helpdesk Representative, you will be responsible for providing technical assistance and support to customers who are experiencing issues with software, hardware, or other computer systems. You will serve as the first point of contact for customers seeking technical assistance over the phone, email, or chat. Your primary goal will be to troubleshoot problems and provide timely resolution, ensuring customer satisfaction and retention.

Responsibilities

• Provide excellent customer service by promptly responding to inquiries and resolving technical issues.
• Diagnose and troubleshoot technical problems reported by customers related to software, hardware, network connectivity, and other IT systems.
• Walk customers through problem-solving steps via phone, email, or chat to help them resolve issues independently.
• Escalate unresolved issues to the appropriate technical teams or senior support personnel for further investigation and resolution.
• Document all customer interactions, including details of inquiries, complaints, and resolutions, in the helpdesk ticketing system.
• Collaborate with other members of the technical support team to share knowledge and best practices for problem-solving
• Stay up-to-date with product knowledge, troubleshooting techniques, and industry trends to provide accurate and effective support.
• Identify and escalate recurring technical issues or patterns to management for proactive resolution.
• Provide feedback to product development teams based on customer interactions to improve product usability and performance.
• Participate in ongoing training and professional development activities to enhance technical skills and customer service capabilities
  
  

• At least 2 years of experience as Helpdesk or Technical Support
• Excellent communication skills
• Tech savvy
• Knowledgeable with M 0365 and Azure Administration
• Must be willing to work in a rotating schedule, weekends and holidays
• Willing to work in our Eastwood QC office