Help Desk Representative
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Reporting to the Technical Support Manager the Help Desk Representative will primarily be responsible for screening and responding to customers needs and questions concerning the applicable version of WinAir. They will work closely with customers to address their problems and questions by providing guidance and solutions in a professional manner. This is an entry-level position with opportunities for advancement within the organization as the Help Desk Representative develops in their role. Their ongoing commitment to lifelong learning self-drive and initiative will be key to their success while assisting with other duties as assigned to support overall customer satisfaction and team growth.
Responsibilities
Communicate with customers via our Incident System remote desktop technology and phone.
Act as the first responder to analyze/triage incoming incidents for completeness and communicate with customers to gather any additional information required.
Provide documentation to customers when applicable to resolve their requests.
Direct incoming incidents to the required departments.
Monitor the Customer Dashboard to ensure timely processing of customer requests.
Administer customer community discussions.
Download extract and analyze customer databases for testing purposes.
Assist with database preparation and data conversions for system upgrades and installations.
Assist with customer software installations data conversions and system upgrades.
Provide written and verbal responses to customer queries.
Assist in developing and documenting user testing scenarios.
Write installation and support procedure documentation.
Assist with publication of Help Documentation.
Evaluate and test software for quality assurance as assigned.
Qualifications :
Education & Experience
Minimum of College Diploma in Computer Programming Internet Applications & Web Development Multimedia Technology or related discipline.
Help Desk support experience working with software applications or equivalent.
Experience working with Atlassian products (Service Desk Jira and Confluence) would be beneficial but not required.
Experience with data entry following documentation control standards would be beneficial but not required.
Experience using AI tools to improve response time and customer satisfaction standards would be beneficial but not required.
Skills & Aptitudes
Must be professional and clear in articulating the message when interacting with clients.
High technical aptitude and proficiency with general information technology to learn new software and supporting applications.
Sound analytical problem-solving and decision-making skills.
Excellent presentation skills and ability to communicate new ideas effectively
Knowledge of Windows Operating Systems Microsoft Office Suite and Internet Explorer
Experience working with MS SQL preferred.
Aviation experience/knowledge or related field (preferred).
Fluency in additional languages is considered an asset.
Environment & Physical
Candidate must reside in Ontario Canada
Work in a fast-paced environment with changing priorities
Be able to work remotely and on-site upon request
Be able to sit for prolonged periods
Additional Information :
Why Work for Us
We offer a competitive compensation package based on experience and a proven track record of success relative to the deliverables of the role. Benefits offered at WinAir include extended healthcare dental EAP RRSP matching etc.
We are also proud to offer a flexible work schedule including Summer Friday hours maximizing good work-life balance different social committee events and quarterly Town Hall meetings to foster teamwork and a strong long-lasting work relationship.
Do you want to hear more about what we can offer Why not check out our website and see what is available We are hiring for different roles and would love to hear from qualified individuals like yourself!
To Apply
Please submit your resume and a detailed cover letter explaining your experience knowledge and ability towards this career path and why we need to speak with you.
Thank you in advance for your interest. Only those candidates selected for an interview will be contacted. If you require any accommodation at any point of recruitment process please let us know.
Remote Work :
Yes
Employment Type :
Full-time
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
AV-BASE Systems, Inc. (dba WinAir) is a proud developer and supporter of structurally integrated and cost-efficient maintenance and inventory control systems for over 30 years. With our head office in London, Ontario, we provide WinAir software to over 250 operators (fixed- and rotary ... View more
