Internal Customer Support Agent, IT

4 weeks ago

MontréalEst, Canada American Iron and Metal Full time
Job Description

We are seeking a dedicated and detail-oriented Level 1 Internal Customer Support Agent to join our IT Support team. This role is crucial in providing excellent customer service to our internal teams, ensuring they have the support they need to leverage technology effectively. The ideal candidate will have strong communication skills, a problem-solving mindset, and a passion for helping others.

  • Respond to internal IT support requests via phone, email, and ticketing system in a timely and professional manner.
  • 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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