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Help Desk Support Specialist

2 months ago

Gander, Newfoundland and Labrador, Canada TownSuite Municipal Software Full time
About the Role

We are seeking a skilled Help Desk Technician to join our team at TownSuite Municipal Software. As a Help Desk Technician, you will play a critical role in providing technical support to our clients and ensuring their Municipal ERP (mERP) software is running smoothly.

Key Responsibilities
  • Initial Support: Respond to initial inquiries from clients via phone or email, troubleshoot and resolve cases in a timely manner.
  • Case Management: Log all case activity and maintain accurate records.
  • Problem Escalation: Recognize and escalate more complex problems to Tier 2/3 support teams.
  • Trend Analysis: Analyze issue reporting trends and develop preventive solutions to minimize future issues.
Requirements
  • Technical Background: Knowledge of operating systems, software installation, and updates is a plus.
  • Customer Service Experience: Previous customer service experience is an asset.
  • Problem-Solving Skills: Strong problem-solving skills and a customer-friendly attitude are essential.
  • Communication Skills: Excellent verbal and written communication skills are required.
  • Software Knowledge: Familiarity with Municipal ERP software, Microsoft SQL Server, GitHub, Google Workspace, and other relevant tools is a plus.
What We Offer
  • Competitive Benefits: Health, dental, and life insurance, as well as a group share RRSP with employer matching contributions.
  • Flexible Work Environment: A hybrid and flexible workplace with a maximum commute of < 10 minutes.
  • Family-Run Business: A family-run and operated business with a strong commitment to community and customer satisfaction.