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Customer Support Agent

3 months ago

Toronto, Canada TVO Ontario Educational Comms. Authority Full time

**Position Title**: Customer Support Agent (9 Month Contract)

**Division**: Finance & Corporate Services

**Salary Range**: $48,791.35 - $52,747.91

**Reports To**: Manager, Client Services and Facilities

**Location**:Toronto, Yonge & Eglinton (Hybrid Work)

TVO Media Education Group (TVO.me) is a social impact organization at the intersection of digital learning, journalism, and immersive storytelling. As creators of award-winning content, we are on a journey to build a more informed, knowledgeable, and educated Ontario. We are unapologetic about our purpose — everything we do is about inspiring learning that changes lives and enriches communities. That is our why.

**A Culture of Inclusion and Belonging**

At TVO we welcome the unique contributions that you can bring. We foster an environment where everyone is heard, feels valued and has an equal opportunity to reach their full potential. We are committed to learning, and we learn better together with a diverse team of employees that are respected, valued, and encouraged to bring their authentic selves to work every day. With this goal in mind, at TVO we celebrate individual differences, knowledge, self-expression, and talent. At TVO, we recognize the importance of using anti-oppression practices, both within our organization and in our content.

**Who We Are**

As part of an ambitious new strategic vision, TVO.me is transforming itself and the digital learning and media landscapes. We know we are a better organization when we honour our commitments, when we thrive with diverse voices, when we value bold thinking, and embrace change. We understand and celebrate that we are better together.

We are proud to be named a Greater Toronto Top Employer of 2023, recognized for our work-life balance, mental health supports, company culture and flexibility. This is a testament to the impactful work we do for Ontarians everyday. It is also a reflection of how quickly we have responded to employee feedback about how, when and where they want to work.

**The Opportunity**

The Customer Support Agent is responsible for timely and effective resolutions to issues ensuring customer satisfaction. The Customer Support Agent acts as the first point of contact for all internal customers. This will be accomplished by triaging issues, identifying core issues, resolving and documenting processes. This role is responsible for management of the ticketing system and oversees/fulfills duties related to Service Desk, Facilities, Health & Safety and Security.

**How you will make an impact**
- Respond to internal customer requests
- Assist in offboarding of employees
- Process and pay invoices
- Assist in Organizational Health and Safety protocols
- Complete mailing and shipping
- Triage and escalate urgent and non-urgent issues to appropriate Tier 2 support for Network Services
- Office Supply: Order and maintain office supplies
- Meeting Room/Event Setups/re-sets: set up table, chairs, laptops, based on requirement from client
- Monitor, notify and maintain up to date service of all TVO vehicles.
- Connect with Building Property Manager and/or Building Security, as required.
- Execute or assist in execution of roll out of any new services/requirements/procedures and/or software
- Deploy desktops, laptops and mobile devices for new hires and assist with initial setup as well as configure devices when necessary

**What you will bring to TVO**
- College Diploma - 2+ year or equivalent
- 3+ years related experience - customer service/help desk field
- Exceptional problem solving skills
- Keen sense of customer service
- Troubleshooting acumen
- Strong time management skills, analytical and interpersonal skills
- Excellent verbal and written communication skills
- Excellent planning and organizational capabilities with focus on customer service
- Demonstrate TVO values of Excellence & Innovation, Ownership, Collaboration, Trust & Respect

**TVO.me & YOU**

We are a learning organization. It is at the core of everything we do, and each individual at TVO.me invests deeply in our own learning while elevating each other’s knowledge, whether through peer-to-peer learning, workshops or lunch and learns.

At TVO.me, we roll up our sleeves every day, adapting to change, and working cross functionally with great teams and experts in their respective fields. Collaboration is the fuel of our organization and what enables our progress.

We would be thrilled to have you join us. We’re a tight-knit community - whether you are a rookie or a seasoned veteran, you will get to meet, work with, and be supported by diverse colleagues at all levels. Maybe you’ll even get to meet Polkaroo

Come build with us.