Help Desk Support Agent

2 weeks ago

Remote, Canada eDynamic Learning Full time

Help Desk Support Agent
Location: Remote (Anywhere in Canada)

Company Overview

eDynamic Learning is celebrating 16 years of serving educators. Founded by a classroom teacher, we're on a mission to empower educators with accessible and equitable resources, guiding students on their journey to life after graduation. We are dedicated to supporting both teachers and programs that facilitate student exploration of interests, career options, and skill acquisition through Career and Technical Education (CTE). We prioritize quality and the development of vital life readiness skills, including interpersonal communication and financial literacy.

Our commitment to fostering exploration starts early, with resources tailored to middle school students. Our rich courseware catalog and Learning Blade resource have a proven track record of expanding STEM, computer science, and career interest and awareness.
 
As the largest publisher of CTE and elective digital curriculum in North America, we offer a vast catalog of over 250 courses spanning grades 6-12. Our CTE pathway curriculum aligns to 14 career clusters, preparing students for nearly 100 industry certifications. To help bring our curriculum to learners, we provide professional development as well as virtual instructional services, supported by certified teachers, that facilitate personalized learning.
 
eDynamic Learning doesn't stop at coursework alone. We are passionate about helping students grow their skills through experiential learning through our Knowledge Matters virtual simulation instructional materials and projects. Our simulations are true hands-on learning in a virtual environment.
 
We take pride in the fact that our solutions and services are designed to empower educators and students alike, enabling them to take a transformative journey of exploration, engage in learning, and participate in real-world experiences.

In July 2025, eDynamic Learning was acquired by Pearson.

Role Overview

We are seeking an experienced Help Desk Support Agent to join our expanding team. This position is a key member of the Technical Support team and will contribute to supporting internal and external clients. The main responsibility for this role is to troubleshoot technical issues and provide technical support to our customers, all while providing excellent customer service. This position must be able to identify, isolate, analyze and resolve issues of varying technical difficulty that have been escalated. This is a fully remote, individual contributor role that requires a commitment to customer excellence.

In this role, you will report to the Technical Support Manager and work closely with the rest of the Engineering and Support teams. If you're a motivated and experienced Support Agent looking to make a powerful and positive impact in the education space, this is the role for you

Responsibilities
  • Manage Help Desk tickets in a timely manner
  • Respond to customer issues via phone, email and computer chat
  • Provide customer assistance and technical troubleshooting
  • Document customer interactions
  • Run diagnostics to resolve customer-reported issues
  • Escalate issues as required
  • Install, make changes and repair computer hardware and software
  • Follow-up with customers to ensure issues are resolved
  • Creating/editing documentation to ensure knowledge base is kept up to date
Ideal Qualifications
  • 5+ years of experience working in a help desk environment
  • Flexibility to work a variety of shifts with minimal notice
  • Proficiency with MAC and PC computers
  • Ability to diagnose and resolve basic computer technical issues
  • Legally allowed to work in the US and/or Canada
Skills
  • Excellent oral and written communication skills
  • Detail-oriented to keep detailed notes on tickets
  • Highly organized to keep Help Desk tickets order
  • Working in a team environment

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