Looking for our next Rock Star!

You are an advocate and a team player looking to learn and grow your career! You are excited to wear multiple hats and go above and beyond for clients. You have flexibility in your schedule from time to time and the ability to work independently with minimal direct supervision (we believe in autonomy, mastery, and purpose!). For now, you’ll provide remote support and will grow over time into an on-site role.

What you’ll get to do:

• You are the first point of contact for all client’s technical requests.
• Investigate technical issues using your experience, documentation, and critical thinking skills to identify the cause and apply resolutions.
• Resolving Tier 1 technical support issues via phone, email, remote login, and/or on-site as necessary.
• Resolve Tier 1 and Tier 2 technical support issues with assistance when required.
• Escalate Tier 2 and 3 technical support issues when required.
• Communicate effectively with clients on the status of tickets and resolutions.
• Promptly and thoroughly document all work via our ticketing system and documentation portal. You have strong attention to detail!
• Maintain a high Client Satisfaction Score.
• Participate in regular huddles with the Service Team.

What you’ll bring:

• You have 1+ years of relevant experience, in the IT support industry.
• You have 1+ years of customer service experience, in any industry.
• Industry IT Certifications (Microsoft, CompTIA, Cisco)
• Technical aptitude and basic knowledge of technologies such as Windows desktop support, Microsoft Office Applications, Windows Servers, iOS, Android, and networking technologies.

• Able to thrive in a dynamic, fast-paced environment where constant multitasking is the norm.
• Must be process-driven with high attention to detail and excellent follow-through skills.
• Strong troubleshooting skills and an aptitude for finding creative alternative solutions.
• A confident phone presence and exceptional customer service skills are a must.
• Exceptional communication skills and the ability to explain complex technical solutions to clients and to co-workers.
• Good judgment, technical common sense, and solid problem-solving skills.
• Strong work ethic with a desire to learn, grow and develop new skills.
• Ability to work under pressure.
• Ability to remain calm, happy, friendly, and helpful during stressful situations.
• Strive for 2 certifications per year.
• Strong English verbal and written communication skills
• Eligible to work in Canada.

Bonus if you have:

• A broadband Internet connection at home as we allow remote work from time to time.

• Reliable transportation and a minimum class 5 BC Driver’s License as you take on more Field support responsibility.

• MSP industry experience using industry PSA and RMM tools.