WinAir is looking for a Help Desk Representative to be the primary point of contact for our customers' technical questions. In this entry-level role, you will screen and respond to customer needs, working closely with them to provide guidance and solutions in a professional manner, with clear opportunities for advancement.
What You'll Do
- Communicate with customers via our Incident System, remote desktop technology, and phone.
- Act as the first responder to analyze and triage incoming incidents for completeness.
- Provide documentation to customers to resolve their requests.
- Direct incoming incidents to the required departments.
- Monitor the Customer Dashboard to ensure timely processing of customer requests.
- Administer customer community discussions.
- Download, extract, and analyze customer databases for testing purposes.
- Assist with database preparation and data conversions for system upgrades and installations.
- Assist with customer software installations, data conversions, and system upgrades.
- Provide written and verbal responses to customer queries.
- Assist in developing and documenting user testing scenarios.
- Write installation and support procedure documentation.
- Assist with publication of Help Documentation.
- Evaluate and test software for quality assurance as assigned.
What We're Looking For
- Minimum of a College Diploma in Computer Programming, Internet Applications & Web Development, Multimedia Technology, or a related discipline.
- Help Desk support experience working with software applications or equivalent.
- Professionalism and clarity when articulating messages to clients.
- High technical aptitude and proficiency with general information technology to learn new software.
- Sound analytical, problem-solving, and decision-making skills.
- Excellent presentation skills and ability to communicate new ideas effectively.
- Knowledge of Windows Operating Systems, Microsoft Office Suite, and Internet Explorer.
- Candidate must reside in Ontario, Canada.
Nice to Have
- Experience working with Atlassian products (Service Desk, Jira, and Confluence).
- Experience with data entry following documentation control standards.
- Experience using AI tools to improve response time and customer satisfaction.
- Experience working with MS SQL.
- Aviation experience or knowledge.
- Fluency in additional languages.
Technical Stack
- Windows Operating Systems
- Microsoft Office Suite
- Internet Explorer
- MS SQL
- Atlassian products (Service Desk, Jira, Confluence)
Team & Environment
You will report directly to the Technical Support Manager.
Benefits & Compensation
- Extended healthcare
- Dental
- EAP
- RRSP matching
- Flexible work schedule
- Summer Friday hours
- Social committee events
- Quarterly Town Hall meetings
Work Mode
This is a hybrid position. Candidates must be located in Ontario, Canada.
WinAir is an equal opportunity employer.
