Helpdesk Support Advisor

NetSource Inc. is an award-winning total workforce solutions company recognized by Staffing Industry Analysts for our accelerated growth of % in the last years with over + employees globally, with over + locations in the US and global operations in countries.

We believe in providing staffing solutions to address the current talent gap Right Talent Right Time Right Place Right Price and acting as a Career Coach to our consultants.

If you are interested, please reply with below detail.

• Updated resume
• Visa status
• Current location
• Rate expectation
• Best time for a call

Title : Helpdesk Support Advisor

Location : St. Catharines, ON

Duration : Duration : months

Roles & Responsibilities

Job Description : -

Note : -

• Training : - weeks Monday to Friday : PM (Paid )
• Rotational shift : Monday to Sunday : AM to : PM EST (including statutory holidays)
• Interview process : Video interview and written test

Handling chat, async messaging and phone channels

Developing proactive recommendations on process improvements or efficiencies that can be gained.

Recommending system / technology enhancements that could be implemented to create efficiencies. There will be different areas in which resource may be trained up on.

The client advised that chats seem to be heavier volume of requests. However, there will be a voice component, we just do not know how much yet.

Candidate would be dealing with more complex situations / scenarios as this is a Tier Helpdesk position. Training will be conducting directly by the client onsite.

Below is a list of key responsibilities and qualifications.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process. Requirements and skills
• Proven experience as a help desk technician and / or customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve technical issues.
• Ability to learn new technologies and implement them Professional Skills Requirement :
• Excellent Interpersonal skills
• Team Player
• Self Manager
• Ability to Learn Quickly
• Passion for Customer Service
• Multi-task
• Results Orientation
• Flexibility
• Must be meeting all performance targets to be considered for a position
• Excellent verbal and written communication skills What would your day-to-day look like?
• The role includes some or all the following key responsibilities :
• Handling chat, async messaging and phone channels.
• Developing proactive recommendations on process improvements or efficiencies that can be gained.
• Recommending system / technology enhancements that could be implemented to create efficiencies.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Sense of achievement providing excellent customer service and technical support in an inbound customer contact environment.
• Fulfilling work satisfying customer expectations in a way that also complies with best practices.
• Demonstrating empathy by listening attentively to customer concerns.
• Maintaining high customer satisfaction ratings and service level agreements. Basic Qualifications
• year of experience as a help desk technician and / or customer support role.
• Tech savvy with working knowledge of office automation products, databases, and remote control.
• High School Diploma or equivalent.
• Flexibility with hours of operations. Preferred Qualifications
• Ability to learn new technologies and implement them.
• Technical experience, digital experience a plus.
• Exceptional customer service experience.
• Ability to multitask and work with multiple tools to provide the best resolution. Professional Skill Requirements
• Strong attention to detail
• Excellent writing skills
• Excellent listening and interpersonal skills
• Strong computer skills
• Strong analytical and problem-solving skills
• Excellent communication skills
• Ability to work independently and exercise good judgment
• Ability to adapt to quickly to changing situations
• Dedication to continuous improvement and customer service excellence
• Demonstrated leadership in professional setting; either military or civilian
• Demonstrated teamwork and collaboration in a professional setting; either military or civilian

Why work with us - At NetSource, we believe everyone has an opportunity to lead. We see the importance of your perspective and your ability to create value.

We want you to fit in with an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment;

but we also want you to stand out with opportunities to have a strategic impact, innovate, and take necessary steps to make your mark.

We help clients with new skilling, talent strategy, leadership development, employee experience, transformational change management, and beyond.