Helpdesk - Compass

**DUTIES AND RESPONSIBILITIES**:

- Resolve requests, questions and concerns frequently requiring analysis of situations to determine the best use of resources
- Anticipate potential challenges and work with the team to find solutions
- Follow daily procedures for working with the Project Manager, Coordinator and programmers to ensure that all inquiries are addressed immediately
- Process user data entry errors to the programmers ensuring that clear information is documented
- Respond to suggestions, concerns utilizing outlined Helpdesk support procedures
- Prepare training materials and equipment for the Trainers for all training sessions or other meetings as required
- Assist in planning training sessions.
- Compile monthly reports regarding helpdesk tasks completed, outlining the average calls, user concerns and updates for programming suggestions
- Create, update and maintain statistical reports for all stakeholders where needed.
- Ensure the project tasks are maintained in a timely manner
- Any other duties as required

**QUALIFICATIONS**:

- Minimum Post-Secondary Education or equivalent job experience
- Current knowledge and experience with MS Office Product Suite
- Working experience with Compass to Connect services preferred
- Previous customer service experience within a helpdesk/support environment is required
- Excellent verbal/phone communication skills and telephone etiquette
- Excellent writing skills; ability to listen, learn and report on activities
- Working knowlege of French is an asset
- Good knowledge of the newcomer settlement sector is an asset
- Knowledge of working with CRMs and databases is an asset
- Excellent judgment and problem-solving skills, and the ability to multi-task
- Working knowledge and experience with a variety of technology platforms
- High level of interpersonal skills, ability to be creative, flexible, persuasive and work co-operatively with diverse stakeholder groups
- Willingness to travel if needed.

At Achev, we believe that everyone deserves an equal opportunity to build a better life and a successful future. For more than 30 years, we have dedicated ourselves to helping diverse Canadians and newcomers achieve their full potential. Today, we are one of the largest providers of employment, newcomer, language, and youth services in the Greater Toronto Area. Our dedicated team of nearly 400 staff delivers a wide range of innovative, high-quality, and personalized programs and services that empower our clients to prosper and our communities to thrive.

We thrive in a OneAchev culture where collaboration and an integrated service delivery will positively impact Achev’s resiliency, agility, success, and growth.

Join us in helping diverse Canadians and newcomers achieve their full potential