Client Support Specialist, Technology Solutions

6 months ago

Winnipeg, Canada University of Winnipeg Full time

The **Client Support Specialist is a full-time continuing** position that acts as the primary operational interface between TSC and its clients. They are on the front line, assisting university members with technical Issues that the clients face day-to-day.

**Responsibilities**:

- Resolve client issues using technology products and services supported by TSC.
- Determines whether the problem can be resolved based on similar prior incidents or workarounds for known technical issues.
- Where there is no known resolution, analyses the problem, determines a solution, provides the necessary instructions to the client, and/or escalates to second level support.
- Creation of login accounts for new staff, faculty and in some cases students on University systems.
- Assists with Learning Management System (LMS-Nexus) account issues.
- Maintenance of accounts: password resets, detail modification, name changes, extensions and terminations.
- Helps clients in effective use of products and services supported by TSC.
- Triages support/service requests received.
- Create and assign tickets for both incident and service requests and manage through to resolution.
- Ensures that all technical incidents and service requests are properly logged with full descriptions.
- Maintains regular communication with the client until an incident or request is resolved to the client’s satisfaction and closed.
- Escalates incidents and requests of a higher complexity to the Manager as needed.

**Qualifications**:

- High school completions or its equivalent with related options and/or coursework.
- Relevant technical skills training and upgrading ongoing throughout career.
- Completion of courses in technical support, preferably from an industry organization such as the Help Desk Institute, CompTIA or ITIL considered an asset.
- Knowledge of client support best practices.
- Working knowledge of adult training methods.
- Knowledge resolving technical issues in Microsoft environment.
- 2-3 years of experience in a client service setting with the focus being on technology products.
- Managing and coordinating personal work and commitments.
- Determine the most appropriate resolution to a client’s needs by selecting from several potential resolutions.
- Clearly understands when it is appropriate to engage specialized technical staff and the information these individuals will need.
- Excellent interpersonal skills working with clients and individuals under stress.
- Ability to communicate to clients the actions they need to perform.
- Communicates procedures and policies to clients diplomatically and understandably.
- Ability to ask probing questions to elicit the information needed from clients to understand the nature and impact of the issue.
- Excellent verbal and written communication skills and an ability to deal effectively with all levels of faculty, staff and students.
- Full competency in PC office productivity tools.
- Knowledge of functionality in core UW software.
- Use of call tracking software to open and manage issues through to resolution.
- Ability to work effectively with others in a team environment.
- Attention to detail, ability to think in the abstract and adjust to rapidly changing environment.
- Ability to respond calmly to apparent emergencies and to think logically, accurately diagnosis problems, and affect a suitable resolution.
- Ability to deal with distraught or angry clients in a calm professional manner.
- Ability to explain complex technical issues in business terms appropriate to the client.

**An equivalent combination of education, experience, skills, knowledge and abilities may be considered.**

**Condition(s) of Employment**:

- Must be legally entitled to work in Canada.

**The salary range for this position will be from $40,276.60 to $55,546.40 annually.**

**Note**:The work described in this posting will be conducted in-person.

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