IT Customer Support Representative

_**Who we are.**_

ATS Healthcare is a subsidiary of Andlauer Healthcare Group (AHG) a Canadian public company. As a proud member of AHG, ATS Healthcare continues to prove itself as the leader in transportation and supply chain industry. Our focus is people Helping the millions of Canadians across the country get lifesaving and life sustaining products day in and day out.
- **We know about.**_

For the past 30 years, ATS Healthcare has been focused on people and quality. Whether shipping to a hospital, medical facility, pharmacy or residence; our temperature controlled transportation and warehousing distribution solutions ensure our customer’s time definite shipments are delivered into the right hands, the right way. We are located in all major metropolitan cities across Canada. The ATS Healthcare family includes over 650 employees that each play a critical part in our vision of building enduring relationships by delivering integrated solutions with passion and innovation

If you are person that is passionate, creative and thrives in a team oriented atmosphere, this is the place for you

**Location**:Vaughan, ON

**Type of employment**:Full-time Monday to Friday, ONSITE
- **What to expect.**_

**SUMMARY**: I.T. Customer Support Rep is responsible for delivering hands-on technical support and customer-facing portal assistance. This role plays a vital part in the technology function by ensuring smooth operations and responsive service for both internal teams and external clients. Key responsibilities include onboarding new customers, troubleshooting I.T. equipment and systems, and collaborating across departments to provide timely, high-quality support.

**RESPONSIBILITIES**:
Customer facing support for our shipment portal including the following:

- Onboard new customers to the shipment portal through initial setup, configuration, and user training. Provide ongoing front-line support, including troubleshooting and refresher training as needed.
- Collaborate with the development team to resolve defects and contribute to new feature enhancements

Internal support functions:

- Install, configure, and troubleshoot I.T. workplace equipment for internal users (e.g., PCs, smartphones, scanners, printers, collaboration tools)
- Troubleshoot network connectivity issues and escalate as required.
- Training of users in relation to I.T. workplace and collaboration tools.
- Process, document, and resolve service requests using the corporate ticketing system
- Participate in rotating on-call after hours and weekend support.
- Travel between local sites throughout Canada, as necessary.

*Any additional duties as required.
- **What you need.**_
- Formal education in Information Technology, or related field, professional experience, or combination of education and experience/certifications to effectively execute duties upon hire
- Good understanding of Microsoft Windows Operating Systems and Microsoft Office required
- Experience working with I.T. ticketing systems and agile processes - ServiceNow, Fresh Service, Jira...etc.
- Provide excellent level of service to internal and external customers
- Excellent communication and interpersonal skills.
- Ability to work independently and collaboratively with multiple teams
- Good problem solving, decision making, resolution, and organizational skills
- Have excellent time management skills and can make decisions quickly
- Flexibility to work a schedule based on business needs, including potential after-hours support
- Logistics/transportation background preferred
- Bilingual in French and English preferred
- CompTIA A+ or other equivalents preferred

**Benefits of Working for ATS**
- Grow with us - an average tenure of an ATSer is 5 years and we like to promote from within We look for ways to enhance careers.
- Want to further develop yourself? ATS provides tuition assistance to programs that are beneficial to your job with us.
- Our flexible benefits plans provides ATSers the ability to choose a benefits plan that works for their situation

**What We Offer**:

- Flexible benefits package - health, dental, vision
- Life insurance
- Paid time off
- RRSP with matching employer contribution
- Quarterly bonus pay
- Employee Assistance Program
- Tuition reimbursement
- Company events
- Employee Referral Program
- Employee Recognition Program
- Employee Discount Program

We would like to thank all applicants in advance; however, only those being considered for an interview will be contacted. **Please no calls**.

*Successful applicants will be asked to complete a background check and provide references from former employer(s).

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Work Location: In person