Fluent IMS - Job Details
Posted: Apr 08, 2019
Expires: May 15, 2018
Helpdesk Support Analyst – Fluent
IMS
The Helpdesk Support Analyst plays
an important role in providing technical support to our Who’s Responding App
customers. The qualified candidate will be responsible for all Helpdesk
activities in addition to being the primary resource for order fulfillment,
software & hardware setup.
The day to day...
·
Provide
quality control and proactive maintenance to our fleet of windows
hardware. We have over 700 windows
laptops that require proactive maintenance remotely.
·
Serve
as the technical escalation point for our software applications and assist
external customers as the main triage point. Assist in the resolution of
incidents and lead initiatives around routine deployment processes of our main
software platform and its applications
·
As
the primary contact for system escalations, manage a queue of client support
incidents and requests
·
Ensure
appropriate attention and feedback are provided at every step during escalation
by effectively communicating with appropriate parties and when necessary
·
Establish
processes and procedures to manage issues until resolution, and/or develop
strategies for long term management of issues with no immediate resolution
·
Perform
technical troubleshooting techniques to help gather information to resolve
incidents
·
Assist
the development team in the design, development, testing and deployment of
software solutions
·
Manage
Helpdesk ticket system
·
Manage fulfillment process and
system
·
Work closely with other internal
teams, including Customer Success, to see where additional assistance in
monitoring, management and escalation can be provided
·
Assist with training end users and
other internal teams to resolve common questions or incidents
What you bring...
- 1 to 3
years of experience providing superior end user application and tech
support
- Demonstrated
experience with cell phone apps & Office products
- Standout
communication skills
- Exceptional
time management and organizational skills
- A positive
“can do” attitude with an ability to creatively arrive at a solution
- An ability
to multi-task
Would be awesome if you had...
- A passion
for technology and an ability to match issues and solutions
- An
awareness of all our key IT services
- An
understanding of support tools, techniques, and how technology is used to
provide IT services
- Flexibility
with hours worked – Weekdays, Afternoons, Weekends as required.
- Bilingualism
(French and English)
Fluent
IMS is an equal opportunity employer and welcome applications from all
qualified candidates
Job
Types: Full-time
Start
Date: Flexible – However sooner the better
Education:
Post Secondary in related field – or equivalent experience
Compensation:
Based on skill level and experience
Job
Location: Brockville, ON
Email
Resume to: Sales@FluentIMS.com
