Help Desk Technician

Job Description:
HelpDesk Technician
Location: Remote (Canada)
Salary Range: $43,000-$45,000 CAD
The Helpdesk provides 24/7 support to Shortcuts Software clients globally. The Helpdesk Technician is responsible for answering inbound customer calls, and resolving any queries, or concerns that the customer may have.
Duties:
Fluent French communication requires verbal and written
Provide high quality, consistent and reliable support on all aspects of the Shortcuts’ product suite
Meet or exceed all Key Performance Indicators (KPI) set by management
Liaise with clients, Shortcuts staff and resellers to ensure the delivery of high quality, responsive client support
Manage escalated client enquiries and complaints to maintain a high degree of client satisfaction
Immediately escalate to management any concerns or issues that may adversely impact the client base
Take whatever actions necessary to ensure that client data and confidentiality is upheld and protected at all times
Regularly report to management the status, key risks and issues impacting clients both during implementation and after
Monitor the status of Enterprise sites post implementation to ensure the software is being used correctly and that potential issues are detected and acted upon as soon as possible
Deliver product knowledge training to clients and internal staff as appropriate
Train new team members in the Shortcuts’ company standards and procedures
Record and monitor client calls using company approved systems, tools and procedures in a professional and timely manner
Investigate, replicate or test problems and queries to resolve open jobs
Ensure new software features meet client requirements by conducting design reviews and acceptance testing as appropriate
Develop knowledge base articles as appropriate
Proactively participate in regular team meetings with departmental staff
Put in extra effort and time as required to ensure the delivery of high quality support
Perform work outside of office hours as required from time to time.
Travel as directed by management from time to time
Other duties as directed by management from time to time
Promote the company culture and values at all times
Be available to work Helpdesk support on Weekends
Ensure you are punctual and ready to start Helpdesk work at rostered times
Skills Required:
Fluent French communication requires verbal and written
Excellent written and verbal communications skills
Sound understanding of IT industry and the latest technologies
Ability to identify and diagnose application, hardware or environment problems and resolve logically
A high degree of computer literacy and technical competency
Excellent organisation skills
Personal Characteristics Required:
The ability to work in a fast-paced team environment
The ability to work independently and effectively manage and reprioritise work
The ability to work in a pressure environment, according to strict deadlines
The ability to resolve conflict in a diplomatic and professional manner
The ability to present topics and issues clearly and confidently
A strong service focus
Maturity and confidence
A flexible, “can do” attitude to work
Attention to detail
Honesty and integrity
Self motivation
Ability to instil confidence in others
Personal focus, dedication and enthusiasm to the task at hand
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Business Unit: Scheduled Weekly Hours:37.5 Number of Openings Available: 1 Worker Type: Regular More About Jonas Software:
Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.
Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.
Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.
Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.