HALIGHT Inc. Looking for Administration and Support Agent at Tecumseh, ON Full Time

Administration and Support Agent

Summary

At HALIGHT, the Administration and Support Agent is committed to the support and work execution on behalf of clients and end-users. Working as part of the HALIGHT Client Operations team, the Administration and Support Agent is required to gain in depth knowledge on all HALIGHT products. The ideal candidate will demonstrate strong written and verbal communication skills, possess excellent problem solving and multitasking skills, and thrive in a fast paced and dynamic team.

Responsibilities:

· Work with system admin tools to complete customer requests/tickets

· Perform system reporting as required

· Participate in system triage meetings

· Review system analytics to monitor platform health and identify product growth potential

· Follow HALIGHT’s communication procedures, guidelines, and policies

· Provide accurate, valid, professional, and complete information when communicating with users, clients, and the HALIGHT team

· Follow SOPs, recognize emergencies, and follow procedures for security breaches

· Resolve or escalate end-user tickets, for each unique platform in many languages

· Test and verify general functionality of LMS content and platforms

· Impersonate users to troubleshoot issues

· Ensure ticket responses meet SLA requirements set by client and agreed to by HALIGHT

· Maintain shared documents and forms to resolve issues and update end-users

· Verify user accounts through approved validation methods and tools where required

· Investigate fraudulent and duplicate accounts by reviewing account information, IP Address logs and proceed to escalate or disable as required

· Follow up with third party teams to retrieve tracking numbers for prizes won

· Maintain confidentiality of company data and customer details

· Other duties as assigned

Qualifications

· Desire to grow within an organization

· 3-5 years of proven customer support experience

· Diploma or degree in Business, Marketing, Communications, Project Management, or related field is preferred

· Experience using Microsoft Office software suite

· Ability to learn new software with ease

· Excellent communication and interpersonal abilities are required

· Preference will be given to candidates with customer service experience in the technology industry, with LMS platforms and/or Jira Service Management

· The successful candidate must have a strong attention to detail

· Customer orientated with the ability to adapt and respond to different types of personalities

· Ability to multi-task and prioritize changing deadlines with excellent time management skills

Job Type: Full-time

Salary: $15.50-$28.15 per hour

Benefits:

• Casual dress
• Dental care
• Extended health care
• Paid time off

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Tecumseh, ON: reliably commute or plan to relocate before starting work (required)

Experience:

• system administration: 1 year (preferred)