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Bilingual ZenDesk Support Specialist

4 weeks ago

Ottawa, Ontario, Canada Live Assets Full time
IT Jobs in Canada

Job Description
Live Assets | IT Staffing Solutions is hiring a Bilingual ZenDesk Support Specialist to join our client's team.

Key Responsibilities

1. Ensuring that clinic request tickets are reviewed and managed appropriately and efficiently for the clinics.
2. Ensuring that all new code requests flow through all clinic databases to maintain harmonization.
3. Ensuring that we are tracking ticketed requests and watching for themes of concern we may want to address on a larger scale.
4. Upholding professional cadence with the team members making ticketed requests and communicating any and all changes or movement in the databases with them.
5. Maintaining a broad but in-depth knowledge of catalogue-related features.
6. Maintaining a broad understanding of the Zendesk platform including how to use macros, how to reassign tickets, etc.
7. Ensuring any changes to the Zendesk process or setup is communicated to our helpdesk team and executed.
8. At times we will receive tickets that were meant for another team such as inventory, training, or implementation. You will be responsible for ensuring those tickets are forwarded to the correct team.

Necessary Skills

1. Must be fluent in English and French.
2. A minimum of 2 years of experience in a related field.
3. Familiarity with ticket management systems (e.g., Zendesk or similar tools).
4. Experience with patient management systems (e.g., AVImark, Logivet, Cornerstone) is a plus.
5. Advanced proficiency with the Microsoft O365 Suite, including Excel (formula-building experience) and SharePoint.
6. Ability to effectively use macros and workflows.
7. Clinical experience or a solid understanding of basic medical terminology.

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