User Support Technician

Work Term: Permanent
Work Language: English
Hours: 37.5 hours per week

Education: College, CEGEP, or other non-university certificate or diploma from a program of 1 to 2 years

Experience: 3 to less than 5 years, or equivalent experience

Tasks

• Respond to users experiencing computer difficulties.
• Consult user guides, technical manuals, and other documents to research and implement solutions.
• Provide advice and training to users in response to identified difficulties.
• Collect, organize, and maintain a problems and solutions log for use by other technical support analysts.
• Participate in the redesign of applications and other software.
• Provide customer service.
• Manage incidents.
• Conduct usability testing.

Supervision

No supervision responsibility.

Computer and Technology Knowledge

• Project management software
• HTML editing software
• Software development
• Mac OS
• JavaScript
• SQL
• Spreadsheet software
• PHP
• WordPress
• HTML
• Software quality assurance

Type of Experience

• Call centre

Area of Work Experience

• Quality assurance or control

Area of Specialization

• E-commerce

Security and Safety

• Basic security clearance

Transportation/Travel Information

• Own transportation
• Willing to travel

Work Conditions and Physical Capabilities

• Fast-paced environment
• Work under pressure
• Repetitive tasks
• Manual dexterity
• Attention to detail
• Sitting

Own Tools/Equipment

• Internet access
• Cellular phone

Personal Suitability

• Accurate
• Client focus
• Efficient interpersonal skills
• Excellent oral communication
• Excellent written communication
• Initiative
• Judgement
• Organized
• Team player
• Ability to multitask
• Time management
• Honesty

Screening Questions

• Are you authorized to work in Canada?
• Do you have experience working in this field?
• Do you have the equipment needed to work from home (like internet and a workspace)?
• Do you have the required certifications listed in the job posting?

Employment Terms Options

• Flexible hours
• Day shift

Workplace Information

• Hybrid work model

Health Benefits

• Dental plan
• Health care plan
• Paramedical services coverage

Financial Benefits

• Group insurance benefits
• Life insurance
• Stocks/shares

Long Term Benefits

• Maternity and parental benefits

Other Benefits

• Free parking available
• On-site amenities
• On-site recreation and activities
• Paid time off (volunteering or personal days)
• Team building opportunities
• Wellness program