Internal Customer Support Agent, It

6 days ago

Montréal QC, Canada American Iron and Metal Full time

**Company Description**
American Iron & Metal (AIM) is a family-owned company and recognized global leader in the metal recycling industry with more than 125 sites and 4000 employees worldwide. We have continued to prosper for the last eight decades thanks to the dedication of our employees and the ongoing trust and support of our customers.

Become part of team AIM, a growing team with an entrepreneurial spirit who has over the years evolved into a successful and multifaceted company with business divisions that include metal recycling, decommissioning and demolition, auto-parts sales and recycling, manufacturing of solder assemblies, construction waste recycling, and production of customized industrial and mining products.

We take pride in doing good things for the environment to help create a greener, more sustainable future for all.

It’s simple; we do it right. We AIM for excellence.
- Assist users with hardware and software issues, including troubleshooting and problem resolution.
- Provide guidance on IT policies, procedures, and best practices to internal staff.
- Document and track support requests and resolutions in the ticketing system to maintain accurate records.
- Escalate unresolved issues to Level 2 support or relevant departments as needed.
- Participate in regular training sessions to stay updated on new technologies and support tools.
- Assist in the onboarding process of new employees by providing necessary IT setup and training.
- Collaborate with team members to improve support processes and enhance the overall user experience.
- Maintain a positive and patient demeanor while managing customer inquiries and concerns.

**Qualifications**
- Post secondary education in Computer Sciences or a related field is a plus.
- Previous experience in a customer support or IT support role preferred, but not required.
- Basic knowledge of computer hardware, software, and common operating systems (Windows, macOS, etc.).
- Familiarity with ticketing systems and remote support tools is a plus.
- Strong verbal and written communication skills.
- Excellent problem-solving abilities and attention to detail.
- Ability to work independently and as part of a team.
- Commitment to providing exceptional customer service.

**Additional Information** What we offer**
- Competitive salary + other perks
- Group insurance & RRSP program
- Company-wide events throughout the year (BBQ, Holiday party etc.)
- Free gym on site
- Two cafeterias on site (subsidized meal program available)
- Dynamic & rewarding work environment
- work on high-impact, meaningful projects while also having fun

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