Helpdesk Support Technician

1 week ago

Sherwood Park, Canada Smart Start Canada ULC Full time

**Company**:Smart Start Canada ULC

**Position**:HST - Helpdesk Support Technician

**Job Type**: Full-time, Permanent

**Location**:#50, 2899 Broadmoor Blvd., Sherwood Park, Alberta

**Shifts available**: To be discussed during an interview.

**Wage: W**ill be discussed during an interview.
- This is an English position, bilingual French/English preferred.
- This is an in-office position, there are no work from home opportunities.

**Who are we?**
Smart Start is the nation’s premier provider of services and technologies related to Alcohol Monitoring Technology® with Ignition Interlocks. Smart Start Canada supports its clients and monitoring authorities through a centralized, state-of-the-art, 24/7/365, bilingual customer care center located in Sherwood Park. Smart Start’s ignition interlocks have recorded over a billion alcohol-free starts and prevented 11 million engine starts where alcohol was present on the driver’s breath. As an alternative to incarceration and license suspension, our ignition interlocks are saving lives. Smart Start is the only company offering fully integrated breath alcohol ignition interlock and portable alcohol monitoring device services, which include manufacturing, installation, service, monitoring, and reporting.

**Position Summary**:
Helpdesk Support Technician (HST) are expected to respond to all inbound telephone inquiries quickly, effectively, and in a manner that preserves the company’s excellent reputation. A HST will create new accounts, effectively answer product, pricing, and program-related questions to gain new customers, schedule installations, make service appointments, and provide service assistance in Canada. The position requires the skill of multi-tasking while, in a friendly manner, engaging callers in a consultative sales approach, exploring the features, benefits, and values that Smart Start products and services provide toward meeting potential client’s needs. The HST is responsible for keeping detailed records of inquiries, complaints, and comments, as well as actions taken on customer files, in our customer relationship software.

**Duties and Responsibilities**:

- Receive inbound new customer sales calls to attain an overall close percentage that meets or exceeds call center sales metrics.
- Interact with clients by phone to provide client assistance and education about the ignition interlock device.
- Screen and assess each call to determine the caller's needs and direct them to appropriate service or information.
- Excellent multitasking skills that involve active listening and accurate data entry.
- May be required to work in multiple queues or skill sets over various customer contact channels.
- Follows up on customer requests to ensure the complete handling of the customer’s inquiry.
- Acquire and analyze all relevant information to evaluate the validity of complaints and identify possible causes.
- Analyze customer problems and drive calls to a resolution in a timely manner.
- Refer unresolved and pending customer complaints to the concerned departments for further investigation.
- Report to the manager about the assigned work project.
- Logs all calls for statistical purposes.

**General Skills and knowledge required**:

- Sales-oriented, confident, and customer-focused.
- Highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
- Good work ethic.
- Excellent phone etiquette and active listening skills.
- Excellent verbal and written French and English communication skills.
- Active listening and multi-tasking skills.
- Must be very dependable and have exemplary attendance and punctuality.
- High school diploma or equivalent.
- Must be able to pass a criminal background check.
- Must be proficient in Microsoft software.
- Must be computer savvy.
- Handles complex inquiries independently, utilizing strong listening and problem-solving skills.
- Demonstrates advanced customer service skills on a daily basis.
- Exemplary attendance and punctuality.
- Assume ownership of the position and accountability for information relayed to customers.
- Must be effective and efficient when working in a team environment.
- Conducts research and analysis to determine the root of problems and independently makes decisions on how to handle problems or unusual situations, escalating to a manager as needed.

**Technical Skills required**:

- Identifying hardware and software solutions.
- Troubleshooting technical issues.
- Diagnosing and repairing faults.
- Resolving network issues.
- Installing and configuring hardware and software.
- Speaking to customers to quickly get to the root of their problem.
- Minimum of 1-year experience in tech support, desktop support, or a similar role.

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