Help Desk Representative

3 weeks ago

Aurora, Canada Commport Communications Full time

**Company Overview**

Commport Communications is a technology firm located in Aurora, Ontario. We have been in business since 1985 and are one of North America’s original EDI network providers

Commport specializes in helping small and medium-sized businesses establish reliable data transfer processes. These, in turn, help our customers build strong relationships with their trading partners.

We live and breathe our Purpose at Commport: _We improve business efficiency through secure data processing, tailored integration services and exceptional customer support._

We are currently seeking a full-time 12-month term contract _**Help Desk Representative**_ to join our growing team There is potential for this to become a permanent full-time opportunity.

**Position Overview**

Reporting to the Manager of VAN Services, the **Help Desk Representative **is responsible for receiving, recording, and reconciling customer/end user technical questions on use and implementation of software solutions in a timely and professional manner.

**What You Will Do**
- Respond to and communicate with the customer from initiation of request through to case resolution, and within defined timeframes.
- Document and track all support tasks and communication pertaining to customer issues and requests.
- Follow provided escalation plans for customer issues that cannot be resolved independently.
- Communicate with immediate team as well other departments as required, to achieve resolutions.
- Monitor cases to ensure timely responses.
- Ensure completion of an issue whether it has been escalated for resolution or not.
- Close completed activities and cases.
- Create assigned cases and activities requiring notes and follow-ups to be logged in Microsoft Dynamics CRM.
- Set up new Customer/Trading Partner relationships and maintain updated account information in CRM.
- Find and share documentation utilizing Microsoft SharePoint collaboration software.
- Proactively assess opportunities for help desk support improvement.
- Monitor the alert system at all times.
- Document and track all activity pertaining to internal alerts, working with customers and/or coworkers to determine a solution.
- Perform Electronic Data Interchange (EDI) analysis.
- Investigate errors and perform compliance and regression testing on new implementations and integration projects by knowing and understanding EDI, XML, positional and delimited flat file, and other file structures.
- Initiate internal Emergency Notifications when processes are down and customers are impacted.
- Utilize basic knowledge of communication protocols (including FTP and AS2) to “Track and Trace” for troubleshooting and resolving various system alerts.
- Utilize strong problem-solving skills, along with proprietary tools and process flow diagrams for track and trace requests, to locate missing transactions and identify the cause of the issue.
- Update job knowledge by participating in educational and development opportunities.
- All other duties as assigned._

**Skills You Possess**
- Accountability: attention to detail, initiative and reliability
- Analytical Thinking
- Communication: verbal and written, internal and external
- Problem Solving
- Service Orientation
- Teamwork: excellent interpersonal skills and ability to work within a team

**Work Conditions**
- Remote work and in-office work
- Manual dexterity required to use desktop computer and peripherals
- Mandatory shift work required for all shifts (weekly rotations): 6:30am to 3:00pm; 7:30am to 4:00pm; 8:30am to 5:00pm; and 10:30am to 7:00pm

**What We Are Looking For**
- Diploma or Degree in a technical field strongly preferred, High School diploma acceptable with technical work experience
- A minimum of 2 years Customer Service/Call Centre experience, preferably in a technical environment
- Computer literacy, including effective working skills of MS Word, Excel, PowerPoint and Outlook
- Microsoft Dynamics (or other CRM or ticketing system) experience is an asset
- Basic understanding of EDI, XML, positional and delimited flat file, and other file structures are an asset
- Ability to follow provided escalation plans
- Must have a keen sense of organization and planning with solid stress and time management skills
- Able to work both independently and in a team
- Ability to communicate technical information to team members, colleagues, clients and management
- Must have resided in Canada for five consecutive years to be eligible for this role
- RCMP Criminal Background Check (for Secure B Reliability Status) required for this role

**Application information**

Diversity at Commport Communications means fostering a workplace in which individual differences are recognized, appreciated and respected, as well as responded to in ways that fully develop and utilize each person’s talents and strengths.

If you are interested in and well-qualified for this exciting opportunity, please submit your resume with cover letter via Indeed

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