Help Desk Technician

Job Description: HelpDesk Technician Location: Remote (Canada) Salary Range: $43,000-$45,000 CAD The Helpdesk provides 24/7 support to Shortcuts Software clients globally. The Helpdesk Technician is responsible for answering inbound customer calls, and resolving any queries, or concerns that the customer may have. Duties: Fluent French communication requires verbal and written Provide high quality, consistent and reliable support on all aspects of the Shortcuts’ product suite Meet or exceed all Key Performance Indicators (KPI) set by management Liaise with clients, Shortcuts staff and resellers to ensure the delivery of high quality, responsive client support Manage escalated client enquiries and complaints to maintain a high degree of client satisfaction Immediately escalate to management any concerns or issues that may adversely impact the client base Take whatever actions necessary to ensure that client data and confidentiality is upheld and protected at all times Regularly report to management the status, key risks and issues impacting clients both during implementation and after Monitor the status of Enterprise sites post implementation to ensure the software is being used correctly and that potential issues are detected and acted upon as soon as possible Deliver product knowledge training to clients and internal staff as appropriate Train new team members in the Shortcuts’ company standards and procedures Record and monitor client calls using company approved systems, t