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At Commport Communications, we live and breathe our Purpose: To solve integration challenges in business-to-business relationships for the benefit of the communities in which we are all members.
Do you love learning new and different technologies and enjoy the challenge of helping to solve problems? Are you a recent college or university grad looking for an entry level position in a thriving technology company? How about the opportunity to work both from home and in a brand new, state of the art office space?
Our organization located in Aurora, is currently seeking a permanent, full-time Help Desk Representative to join our growing team!
Reporting to the Director, EDI Services, the Help Desk Representative is primarily responsible for providing stellar customer service via phone calls and emails, to customers who require technical support of our various solutions.
What you will do:
- Responds to Customer Inquiries by monitoring the incoming Help Desk email queue at all times, documenting and tracking all communication pertaining to the issue/request, responding to customer’s requests within defined timeframes, and ensuring completion of an issue if it has been escalated for resolution.
- Handles Internal Alerts by monitoring the alert system at all times, documenting and tracking all activity pertaining to that alert and working with customers or coworkers to determine a solution.
- Sets up Customer/Trading Partner relationships.
- Performs EDI Analysis.
- Communicates with other departments to achieve resolutions as needed.
- Consistently documents and reviews handling of support requests and proactively assesses for opportunities for improvement.
- Responsible for communicating through a support request from initiation to completion.
- Initiates internal Emergency Notifications when processes are down and customers are impacted.
- Understands EDI, XML, positional and delimited flat file, and other file structures in order to investigate errors and perform compliance and regression testing on new implementations and integration projects.
- Tracks and Traces: monitors email and system alerts and utilizes basic knowledge of communication protocols including FTP and AS2 for troubleshooting with customers, trading partners, and other service providers to resolve the cause of the alerts.
- Utilizes strong problem solving skills, proprietary tools and process flow diagrams for track and trace requests to locate missing transactions and identify the cause of the issue.
- Follows provided escalation plans for issues that cannot be resolved.
- Enters all support tasks into Microsoft Dynamics CRM 4.0 for tracking. Creates and is assigned cases and activities, logs notes and follow-ups, monitors cases to ensure timely responses and closes completed activities and cases.
- Finds and shares documentation utilizing Microsoft SharePoint collaboration software.
* All other duties as assigned.
Skills you possess:
- Accountability
- Analytical Thinking
- Communication: verbal and written, internal and external
- Problem Solving
- Service Orientation
- Teamwork: excellent interpersonal skills and ability to work within a team
- Organization and planning
- Stress and time management skills
What we are looking for:
- High school diploma required, university or college degree in a related field preferred (Technology, Business…); or,
- A minimum of 2 years Customer Service/Call Centre experience, preferably in a technical environment
- Must be able to troubleshoot and provide stellar customer service via phone and email
- Basic understanding of EDI, XML, positional and delimited flat file, and other file structures are an asset
- Ability to follow provided escalation plans
- Working knowledge of Microsoft Office Suite: Word, Excel, Outlook and PowerPoint
- Experience with MS Dynamics (or other CRM) is an asset
- Attention to detail, initiative and reliability
- Must reside in Canada to be eligible for this role
Working conditions:
- Manual dexterity required to use desktop computer and peripheral
- Mandatory shift work required for all three shifts (weekly rotations): 6:30am to 3:00pm; 7:30am to 4:00pm; and 10:30 am to 7:00pm
Benefits and Perks:
- Competitive compensation
- Opportunities for personal and professional growth
- Microsoft Partner Program
- Group Benefits (individual and family options) which include medical and dental coverage
- Employee Assistance Program
- Group Registered Retirement Savings and Deferred Profit Sharing Plans
- Inspiring company culture and opportunity to learn from experienced entrepreneurs
- Potential for remote work arrangement
Application Process:
Commport Communications International, Inc. welcomes all applicants. Accommodations during all phases of the screening and recruitment process will be made wherever possible.
If you are interested in and well-qualified for this exciting opportunity, please submit your resume via Indeed.
We appreciate your application; however, we will only be contacting the candidates we wish to interview.
Job Types: Full-time, Permanent
Salary: $37,000.00-$43,000.00 per year
Additional pay:
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Customer Service: 2 years (preferred)