Job Description

Reporting to the Team Lead, Technical Services, the Service Desk Representative will be responsible for supporting stores with IT-related problems as well as Triage non-IT issues to the appropriate department.

Primary Responsibilities:

• Serve as the first point of contact for our stores seeking assistance raised by phone, email and/or through a ticket;
• Triage specific concerns related to other teams/department;
• Troubleshoot software, hardware, and basic network issues over the phone;
• Set up, configure, and replace hardware for stores;
• Follow-up and update end user/store on the status of ticket and or resolution;
• Document incidents, problems, and troubleshooting steps taken and comments in a ticketing management system;
• Schedule service technicians for any onsite technical support/repairs needed;
• Direct unresolved issues to the next level of support.

Qualifications and competencies:

• Minimum 2 years experience as a Customer Service or Helpdesk agent;
• Bilingual: French & English (written and spoken);
• Proven abilities in PC configuration;
• Knowledge of Windows 7 & 10, and Google related applications (Google Mail, Google Docs, Google Drive, etc);
• Knowledge of Apple-related Hardware;
• General PC troubleshooting and repair knowledge;
• Proven communication and customer service skills;
• Ability to work in a fast-paced environment and adapt to change
• Experience in retail considered an asset;
• Must be available to work flexible shifts (including weekends or nights) and on-call on rotation;
  • Availability to work different shifts such as days, evenings, weekends, and holidays (Hours of Operation are Monday to Friday, from 9 a.m. to 12:00 a.m. (midnight), and Saturday and Sunday, from 9:00 a.m. to 9:00 p.m.)

Over and above a competitive salary and bonus plan, registered retirement savings, and flexible group insurance with personalised coverage that meets your needs, you will be at the forefront of a growing organisation that understands the importance of investing in people.

You and your family can enjoy our employee discount at Garage and Dynamite, private sample sales throughout the year and many other exciting perks, including a very flexible vacation program.

Our promise\xe2\x80\xa6

No day will be like the last - we aim to be better today than we were yesterday. We are committed to employment equity.

Candidates that are retained will be called for an interview.