Customer Support Technicians

Guelph (ON) Both (on-site & remote)
Opportunity Number: 2066761
Information TechnologyHelp Desk and Service Desk Support
LanguageSecurity Clearance
English verbal and writtenCriminal Check at time of placement
Start PeriodDate Posted
Two weeks +Friday, November 19, 2021
Job Description

Customer Support Technicians are accountable for effectively prioritizing and
resolving client issues so that impacts to clients’ business are minimized.
The support Team sets and manages expectations!

Roles and Responsibilities

  • Customer Support
  • Be familiar and understand the terms of all HLB support contracts
  • Prioritize incoming tickets so that critical customer issues are looked after first.
  • Understand the business impact of the client’s problem
  • Base decisions on:
  • o Contract Type
  • o Severity of issue
  • o Urgency/Timeline
  • Evaluate & prioritize your assigned queue on an ongoing basis
  • Use effective trouble shooting techniques to resolve client issues in a timely fashion
  • Communicate with client(designated client contact as well as end user) on status (including authorization of work) of issue resolution and final confirmation once issue is resolved
  • Coordinate “Out of Office” scheduling with TEAM members.
  • Be sensitive to repetitive issues and escalate for a permanent resolution.
  • Escalate issues appropriately, seeking help from fellow team members so that customer issue is resolved efficiently.
  • o Have an understanding of broader team skills available to assist with technical issues
  • o Work with team member to resolve escalated issue, ensuring the issue is resolved and you have the knowledge to resolve similar issues in the future.
  • Use documentation consistently
  • Accountable to the team to ensure customer documentation is up to date and accurate

Qualifications and Experience
  • Effective organization, scheduling and planning skills
  • Work well together as a team
  • Effective communication with clients and teammates
  • Business acumen ( ability to make good judgments and quick decisions)
  • Up to date on relevant technology and required certifications
  • Make good decisions on how to use time effectively
  • Ability to effectively handle conflict
  • Sense of urgency and ability to handle extra work when required

Education and Certifications

Minimum education required: College Diploma

Reach out to for more info

We’re an equal opportunities employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.
Merci de l’intérêt que vous manifestez pour ce poste. La description du poste nous a été fournie en anglais par notre client. Si vous souhaitez passer l’entrevue avec nous en français ou fournir votre CV en français, nous vous confierons à une personne de notre équipe qui parle français.

Opportunity Number: 2066761

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