Helpdesk Support Advisor

Overview

On Site
BASED ON EXPERIENCE
Contract - Independent
Contract - W2

Skills

Please refer to job description

Job Details

Net 2 Source Inc. is an award-winning total workforce solutions company recognized by Staffing Industry Analysts for our accelerated growth of 300% in the last 3 years with over 5500+ employees globally, with over 30+ locations in the US and global operations in 32 countries. We believe in providing staffing solutions to address the current talent gap Right Talent Right Time Right Place Right Price and acting as a Career Coach to our consultants.
Title: Helpdesk Support Advisor
Location: St. Catherine's ON (Onsite)
Duration: 6-9+ months

Job Description :-
We will serve as the front-line technical support specialists for Tier 2 customer inquiries and deliver timely and complete solutions by;
Handling chat, async messaging and phone channels
Developing proactive recommendations on process improvements or efficiencies that can be gained.
Recommending system/technology enhancements that could be implemented to create efficiencies.
There will be different areas in which resource may be trained up on. The client advised that chats seem to be heavier volume of requests. However, there will be a voice component, we just do not know how much yet. Candidate would be dealing with more complex situations/scenarios as this is a Tier 2 Helpdesk position. Training will be conducting directly by the client onsite.

Below is a list of key responsibilities and qualifications .
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process. Requirements and skills
  • Proven experience as a help desk technician and/or customer support role
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve technical issues.
  • Ability to learn new technologies and implement them Professional Skills Requirement:
    • Excellent Interpersonal skills
    • Team Player
    • Self Manager
    • Ability to Learn Quickly
    • Passion for Customer Service
    • Multi-task
    • Results Orientation
    • Flexibility
    • Must be meeting all performance targets to be considered for a position
    • Excellent verbal and written communication skills What would your day-to-day look like?
The role includes some or all the following key responsibilities:
  • Handling chat, async messaging and phone channels.
  • Developing proactive recommendations on process improvements or efficiencies that can be gained.
  • Recommending system/technology enhancements that could be implemented to create efficiencies.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Sense of achievement providing excellent customer service and technical support in an inbound customer contact environment.
  • Fulfilling work satisfying customer expectations in a way that also complies with best practices.
  • Demonstrating empathy by listening attentively to customer concerns.
  • Maintaining high customer satisfaction ratings and service level agreements.

Basic Qualifications :-
  • 1 year of experience as a help desk technician and/or customer support role.
  • Tech savvy with working knowledge of office automation products, databases, and remote control.
  • High School Diploma or equivalent.
  • Flexibility with hours of operations. Preferred Qualifications
  • Ability to learn new technologies and implement them.
  • Technical experience, digital experience a plus.
  • Exceptional customer service experience.
  • Ability to multitask and work with multiple tools to provide the best resolution. Professional Skill Requirements
  • Strong attention to detail
  • Excellent writing skills
  • Excellent listening and interpersonal skills
  • Strong computer skills
  • Strong analytical and problem-solving skills
  • Excellent communication skills
  • Ability to work independently and exercise good judgment
  • Ability to adapt to quickly to changing situations
  • Dedication to continuous improvement and customer service excellence
  • Demonstrated leadership in professional setting; either military or civilian
  • " Demonstrated teamwork and collaboration in a professional setting; either military or civilian




Why work with us - At Net2Source, we believe everyone has an opportunity to lead. We see the importance of your perspective and your ability to create value. We want you to fit in with an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand out with opportunities to have a strategic impact, innovate, and take necessary steps to make your mark. We help clients with new skilling, talent strategy, leadership development, employee experience, transformational change management, and beyond.

Equal Employment Opportunity Statement:
Net2Source is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis as protected by federal, state, or local law.

Awards and Accolades:
  • America's Most Honored Businesses (Top 10%)
  • Awarded by USPAAC for Fastest Growing Business in the US
  • 12th Fastest-Growing Staffing Company in the USA by Staffing Industry Analysts in the US (2020, 2019, 2020)
  • Fastest 50 by NJ Biz (2020, 2019, 2020)
  • INC 5000 Fastest growing for 8 consecutive years in a row (only 1.26% of companies make it to this list).
  • Top 100 by Dallas Business Journal (2020 and 2019)
  • Proven Supplier of the Year by Workforce Logiq (2020 and 2019)
  • 2019 Spirit of Alliance Award by Agile1
  • 2018 Best of the Best Platinum Award by Agile1
  • 2018 TechServe Alliance Excellence Awards Winner
  • 2017 Best of the Best Gold Award by Agile1(Act1 Group)

Regards,
Raj Saket | Technical Recruiter,
N2S Global Workforce Solutions Ltd.
Corporate Information :- 30 Wellington St W, 5th Floor Suite 504, Toronto, ON M5L 1E2
Office: (USA)/ EXT-837 CANADA | Email:
Web: | Social: | |
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