Help Desk Representative (Bilingual)

Job Details

Description

Who we’re looking for

Job Title : Help Desk Representative (Bilingual)

Location : Work from home in Eastern or Atlantic Canada hours (EST or AST)

The Help Desk Representative provides support for various WCG departments and programs as the all-around, front-line information and Help resource.

Help Desk Representatives handle Tier 1 level questions / issues through online chat, email and phone enquiries from clients, staff, employers, and the general population.

This role will have a broad range of basic business program knowledge and processes and conduct Tier 1 troubleshooting. They respond to and diagnose problems through discussions with users.

During triage they will follow guidelines to assist in problem resolution, documenting, and routing for appropriate escalation.

Our goals are to resolve straightforward problems immediately, while more complex problems are escalated to Tier 2 level support.

What you’ll do

• Assist internal and external customers by troubleshooting in-house software related problems or general business program questions via queue-based phone support system and in person
• Enter support tickets in ticketing software
• Actively participate in achieving the highest level of customer service
• Work on program related projects as advised
• Explore and test of software applications in development and system enhancements
• Keep peers and manager informed of trends, significant problems, unexpected delays
• Analyze and resolve problems according to priorities and time frames laid out in the Service user guide, escalating when necessary
• Proactively notify staff of IT system issues, and address incidents and requests within the requirements of WCG’s service standards

What you bring

• Proficiency in English and French
• Completion of secondary school
• Experience in a customer service, help desk (IT or customer service), call centre or reception field, or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job
• Ability to understand technical questions that come in from multiple sources and utilize a knowledge base of resolutions and resource articles to help assist the user
• Strong digital literacy skills and proven ability to navigate within unfamiliar software
• Ability to work outside regular business hours (occasional overtime and statutory holiday coverage)
• Solid understanding of confidentiality and other professional codes of conduct; employment conditional on obtaining a criminal record check and federal Reliability Status security clearance

Preferred :

• Excellent communication skills to directly communicate across functional teams toward common solutions
• Strong analytical and problem-solving skills and proficient with technical documentation
• Experience working in a professional customer service desk environment
• Experience supporting web-based applications
• Curiosity and a commitment to continuous learning and knowledge sharing
• An understanding of typical IT policies and procedures

What we offer

• Competitive salary of $, per year
• Comprehensive and flexible health and dental benefits
• Ongoing learning and development opportunities
• Generous time off policy to encourage work / life balance
• A diverse and inclusive workplace with a track record of high employee engagement and teamwork
8 days ago