In this capacity, you will serve as a technical liaison for various colleagues, clients and/or candidates globally. The ideal candidate for this role will be actively delivering one-on-one training and helpdesk related troubleshooting services enabling higher efficiency in production.
KEY RESPONSIBILITIES/ACCOUNTABILITIES
- Provides and satisfies first and second level system/application support for requests, questions and technical training issues.
- Manages and coordinates with vendors to provide uninterrupted service.
- Serves as the organization's point of contact for system/application issues, keeping current with ongoing developments and new technologies.
- Balance and organization of all systems/applications and user needs is a constant.
- User creation, password resets, access issues, status updates, configuration requests etc.
- Provides employee introductions to various systems/applications and training as needed.
- Establishes and provides guidelines for continuous group and one-on-one training and initiates ongoing follow-up with internal/external customers.
- Creates documentation and instructional guidelines for systems/applications procedures and usage.
- Proper case entry documentation into our case management system.
- Use tools to remotely access end user systems and perform corrective actions to resolve the user's problem.
- Handles both simple and complex troubleshooting issues.
- Resolve the basic and repeatable issues, route tickets appropriately through the support system, document work, and triage and escalate internally.
PROFESSIONAL EXPERIENCE / QUALIFICATIONS / SKILLS
- English language proficiency both spoken and written.
- Must possess superior oral and written communication skills.
- Excellent customer service skills.
- Must have 2-3 years of troubleshooting/support related experience.
- Must demonstrate an ability to work independently, as a part of a team and thrive in an intense environment and handle multiple tasks.
- Attention to detail with excellent organizational and time management skills.
- Should be confident, articulate and experienced in handling sensitive/confidential matters.
- Able to anticipate and resolve problems, resourceful, proactive and service-orientated. Able to creatively think on your feet.
- Must be an expert in scheduling, especially in the case of fluid or conflicting priorities.
- Must be computer-literate (all Microsoft products)
- Ticketing System experience preferred.
- Recruitment technology experience preferred.
EDUCATION
- Preferred post-secondary degree
- Minimum completed secondary education
