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Jr. Technical Support Specialist

2 weeks ago

North Vancouver, Canada Intranet Connections Full time

As an essential member of the **Customer Experience Team at IC**, this is one exciting opportunity It’s also a fantastic career launcher to several pathways.

**IC** focuses on customer centricity and works hard to connect people with the tools and resources they need to be successful in their job, to connect with each other, with their organization and drive productive and engaged workplaces. We are looking for an exceptional person to contribute to that success.

What do we expect from you? It all comes down to helping people. Check it out...

**Role and Responsibilities**

**1. Help Desk** Success Factors:

- Solve up to 150 customer tickets monthly within 90 days
- Ensure 100% of contacts & contact details are accurate in ZenDesk & Salesforce
- First response to all tickets within 2 business hours
- Achieve 98% or higher customer satisfaction rating
- Work to solve tickets within or better than SLA
- Answer incoming support calls to support 100% customer connection rate
- Categorize tickets accurately to support reporting & insights
- Proactively communicate on all tickets to ensure they are touched at least weekly
- Conduct screen sharing sessions to troubleshoot and clarify STR
- Share hot fixes delivered by dev to customers same day and confirm success
- Escalate tickets to senior/dev team members appropriately
- Produce short video walkthroughs to aid clients

**2. Help Center** Success Factors:

- Share article resources with contextual guidance on 90% of “How To” tickets
- Update or produce a few articles weekly to maintain current documentation or fill gaps
- Replace product imagery and descriptions as appropriate with each product release
- Communicate announcements such as office hours or holidays weeks ahead

**3. Help Team** Success Factors:

- Replicate reported defects internally in your own environment
- Log validated defects with clear STR to Jira for dev
- Collect detailed feature enhancement information for all customer requests
- Identify and refer customers to CX that have larger intranet project initiatives or needs planned or underway

**IC** has been helping connect people at work for over 20 years. We have an established intranet software, a diverse customer base, with over 100,000 active users served globally across 20 different industries, including many recognizable brands. More recently we've established a broader IC platform focused on internal comms that brings multi-channel messaging, plus education & tools to support. We take pride in our work and relentlessly pursue making a real difference, for our customers and for our team.

The IC advantage:

- Good pay - salary range 50-65k
- Excellent health & dental coverage
- Employee family assistance program
- Wellness initiatives (physical, mental)
- Three weeks paid time off
- Additional paid/bonus days (one-week equivalent)
- Six paid sick days
- Flexible/remote working arrangements
- Virtual and in-person team events (culture committee)
- Learning & dev support (avg $2k per person)
- Fun culture - daily connection, care & recognitions

Intranet Connections embraces diversity and equal employment opportunities.

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