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Help Desk/Chat Support Analyst – Work-from-home

GLOBAL MENTORING SOLUTIONS

This is a Full-time position in Toronto, ON posted August 6, 2017.

About the Opportunity

This is a 100% virtual/work-from-home Help Desk/Chat Support Analyst position. You may work from your home office anywhere in Canada providing support for small, medium, and enterprise business environments. GMS supports professional development and offers tons of growth opportunity and room for advancement! If you genuinely love helping others, we would love to hear from you!

If you don’t enjoy helping others or can’t handle the occasional caller in a panic, this might not be a great fit for you!

Application Instructions:

  1. Please apply only in English. While some positions are bilingual, all internal communication is in English and some of our hiring managers may not be bilingual.
  2. Please submit a formatted resume in Microsoft Word of PDF format.
  3. Please insert the following reference ID into your resume or cover letter (does not matter where): 67-yid1061
  4. We recommend saving the URL of the job posting for future reference.

Your regular activities will include:

  • Assisting business end-users primarily via live chat and remote connection tools on a 24/7 rotating shift environment that includes days, evenings, overnights, weekends, and holidays;
  • Efficiently resolving complex problems in your field of expertise;
  • Delivering clear explanations on performing both simple and complex tasks;
  • Supporting multiple versions of software and operating systems;
  • Ticketing end-user interactions according to GMS’s policies and procedures;
  • Investigating support issues in sequence and in a detailed fashion; and
  • Performing administrative duties such as e-mail management and documentation.

To qualify for this role, you must have the following:

  • High-level oral and written communication skills in English;
  • 2 years’ experience in any one, or a blend of the following areas:
    • -> Contact Centre
    • -> Help Desk
    • -> In-home PC repair
    • -> Trainer / Instructor / One-on-one tutor or coach
  • At least one of the following certifications: A+, MCP, CCNA, MOS-Master or equivalent experience with Microsoft desktop environments;
  • At least one year of experience supporting:
    • -> Microsoft Windows Server 2008 or newer and Exchange Server 2007 or newer
    • -> Office 365 Admin Center
    • -> Microsoft Windows and Microsoft Office
    • -> E-mail applications and browsers
    • -> Antivirus and anti-malware applications
    • -> Networking in business environments
  • Ability to type a minimum of 50 wpm; and
  • Vendor certified in area of expertise.

Experience in any of the following would be an asset:

  • High-level oral communication skills in French and/or Spanish;
  • Experience monitoring network and server event alerts in a NOC;
  • Cloud Computing, Amazon Web Services (AWS) experience;
  • iOS, Android, Blackberry;
  • macOS and macOS applications;
  • IM clients – Microsoft Lync/Skype for Business;
  • Financial and CRM applications; and
  • PC/Network Security, TCP/IP and wireless communications.

You will be successful in this position if…

  • You have a positive personality, enjoy helping others, and are committed to providing unparalleled customer service;
  • You don’t take things personally and let distressed end-users get to you, because you understand that people calling about tech problems are sometimes in a panic;
  • You are skilled at multitasking and work well under limited supervision in a fast-paced virtual office environment;
  • You have superior problem solving abilities;
  • You enjoy variety and supporting a wide scope of issues;
  • You are passionate about technology and committed to continuous learning and personal growth.

About the Benefits

In exchange for all your hard work and dedication, you will receive a competitive salary or wage based on your skills and qualifications. Full-time and permanent employees are also entitled to an extended health benefits package.

At Global Mentoring Solutions, we help you reach your full potential by providing learning materials, coaching, and subsidies for completing technology certification exams that are relevant to your position.

Wow, you read all the way to the bottom! Thank you for doing so! Instead of inserting 67-yid1061 as the reference ID, please put readthewholething instead.

GMS thanks all applicants for their interest. However, only qualified candidates will be contacted.