Help Desk Analyst

Helpdesk Support Analyst

Company Overview:

Fluent IMS is a leading provider of innovative technology solutions, dedicated to enhancing customer experiences through our Who’s Responding App. We are seeking a skilled Helpdesk Support Analyst to join our dynamic team and play a vital role in providing technical support to our valued customers.

Position Overview:
As a Helpdesk Support Analyst at Fluent IMS, you will be responsible for delivering exceptional technical support to our customers while managing all Helpdesk activities. You will serve as the primary resource for order fulfillment, software, and hardware setup, ensuring smooth operations and customer satisfaction.

Responsibilities:

• Perform quality control and proactive maintenance on our fleet of Windows hardware, consisting of over 700 laptops, remotely.
• Act as the technical escalation point for software applications, assisting external customers as the main triage point and leading initiatives for routine deployment processes of our main software platform and its applications.
• Manage a queue of client support incidents and requests, providing appropriate attention and feedback at every step during escalation.
• Conduct technical troubleshooting techniques to gather information and resolve incidents.
• Manage the Helpdesk ticket system and fulfillment process and system.
• Collaborate closely with internal teams, including Customer Success, to provide additional assistance in monitoring, management, and escalation.
• Assist in training end users and internal teams to resolve common questions or incidents.

Requirements:

• 1 to 3 years of experience providing superior end-user application and tech support.
• Excellent communication skills, both verbal and written.
• Exceptional time management and organizational skills.
• Positive "can do" attitude with a creative problem-solving ability.
• Ability to multitask effectively.

Preferred Qualifications:

• Passion for technology and ability to match issues with solutions.
• Awareness of key IT services.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Flexibility with work hours, including weekdays, afternoons, and weekends as required.
• Bilingualism in French and English.

Compensation:

• Salary – TBD - Based on skill level ($41,000 - $49,000)
• Benefits available after probationary period

Work Location:

• Brockville, Ontario, Canada

How to Apply:

If you are a motivated individual with a passion for technology and a commitment to delivering outstanding customer support, we encourage you to apply!

Please submit your resume and a cover letter highlighting your relevant experience and why you would be a great fit for this role. Fluent IMS is an equal opportunity employer and is committed to diversity, equity, and inclusion in the workplace.

Job Type: Full-time

Salary: $41,000.00-$49,000.00 per year

Benefits:

• Dental care
• Extended health care
• On-site parking
• Paid time off
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday
• Weekends as needed

Work Location: In person