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The Travel Corporation is an industry leader, and career opportunities at The Travel Corporation are as diverse as the travel experiences we offer. Our teams, our family, is absolutely our greatest asset. Working with a collaborative team spirit, we are dedicated to providing exceptional service to our customers. The Travel Corporation offers employees a comprehensive benefits package; training and support to foster career development; travel opportunities; and a driven culture anchored to the principals of diversity and inclusivity.
POSITION DESCRIPTION
This position is responsible for providing Tier 2 technical support for all clients across North America, and touches on all aspects of the business. The ideal candidate is eager to learn, and at the same time share their knowledge and expertise in problem solving. An agile mindset helps you thrive in a fast-paced environment. You will respond to all electronic and voice generated requests as well as be available to handle walk-in questions with the highest level of customer care and attention to detail. Prompt escalation of service issues, founded on a collaborative team approach, is fundamental to the growth and success of the team.
KEY RESULT AREAS & ACTIVITIES PERFORMED
- Answer the phone, e-mails and other form of client communications quickly and politely. Promote professional, helpful, friendly and supportive first contact experience while being polite and helpful in all interactions with internal and external clients.
- Escalate unsolved problems within the same day of occurrence.
- Record, track, and document requests/problem solving process and actions taken.
- Configure, install and troubleshoot hardware and software systems including networked computers and connected services.
- Demonstrate dedication to meeting the expectations of internal and external customers, using the principles of the Consultative Sales Process (CSP).
- Other duties as required and assigned.
COMPETENCIES & ATTRIBUTES
TTC PILLARS = Ownership, Urgency and Excellence, required for all roles.
- Problem Resolution: You will identify, research, and resolve issues with customer satisfaction being the yardstick of success.
- Collaboration: You will partner with your manager and teammates to meet your individual goals and contribute to the overall success of the department.
- Communication: You will listen, and ask questions, seeking to build open verbal communication and mastering efficient written communication in accordance with CSP.
- Critical Thinking: You can think broadly, beyond the situation at hand; assessing issues objectively and identifying creative solutions.
- Judgement: you are able to quickly assess a situation and escalate issues appropriately.
- Adaptable: you enjoy the unexpected, and display remarkable agility
SUPERVISORY RESPONSIBILITIES
EDUCATION
- College Diploma in Technology
- Certificates such as MCSE, MCP, Networking, or CCNP will be an advantage
- Excellent written and verbal communication skills and a superior command of the English language
EXPERIENCE
- 2-3 years hands-on experience in a technical support role.
- Broad knowledge of hardware and software applications is required.
- Knowledge in the following area will be consider as an advantage O365, Exchange, Active Directory, management and monitoring systems, communication protocols, itrix or other Service Based Computing systems, LAN, WAN, MPLS (advantage) Juniper, TCP/IP, DHCP, DNS, VPN, Microsoft Defender/Intune.
- Hands-on experience using CRM, AD, imaging solutions, remote tools such as BeyondTrust, and back up process best practices including offsite storage practices will be considered as an advantage.
- Strong technical working knowledge including but not limited to networking in general, desktops, laptops, and VPN.
- Strong desktop skills to include proficiency in Microsoft O365, Internet and webinar applications.
WORK ENVIRONMENT
- Hybrid
- Varying shift work, including evenings, weekends and some Public Holidays
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.
Job Types: Full-time, Permanent
Benefits:
- Casual dress
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site childcare
- On-site gym
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program
- Work from home
Schedule:
Experience:
- Technical Support Occupations: 2 years (preferred)
