About the Role
Title: Helpdesk Support Agent
Location: Ontario United States
Job Description:
At Wolseley Canada, our leading-edge is the knowledge and insight found in every corner of our organization. Here, you’ll build strong relationships and support critical industries that touch the lives of Canadians. Every day, we show up with intention and pride; in ourselves, our associates, and our customers. You’ll have a solid foundation to try new things, uncover new possibilities, challenge yourself, and grow your career. Does this sound like somewhere you’d like to be?
Wolseley Canada is the leading wholesale distributor of plumbing, HVAC/R, waterworks and industrial products in the country and working here means, a network of possibilities, a place you are valued and a higher standard.
Join the Pros!
We have an opening for a Helpdesk Support Agent, providing support for our internal customers and website support for our external customers.
This is a junior to intermediate level position, but you will need to be able to work in a fast-paced environment and learn quickly so that you can work independently in a short period of time. Extensive in-house training is provided and retaining information will be critical to your success.
What’s in it for you?
- Regular business hours Monday to Friday (hybrid or remote)
- Comprehensive benefits with premiums fully paid for by the company for the “Core” package starting the first day of employment.
- Career development and training opportunities
- Life insurance, disability and wellness program
- Retirement savings programs including RRSP and DC pension with up to 5.25% employer contribution
- Paid vacation and sick time and day off on your birthday!
- Bonus programs that include annual performance and profit sharing
- Employee discounts on top brands of plumbing and HVAC/R products
- Education reimbursement for employees
- Employee referral program
- Safety shoe reimbursement
What you will do:
- Provide Syntax/AS400 software support to our internal customers and web support to our external customers.
- Respond to incoming requests by phone, email, self-service and chat and then register them in one of the two ticket systems (ServiceNow and SalesForce).
- Identify, investigate, and troubleshoot software issues for rapid resolution.
- Create/maintain system user codes and authorities for security.
- Identify pressing issues and resolve or move to Level 2
- Run reports, download to Excel and format for clients.
What you will bring:
- Minimum 12 months of experience in a call center or help desk, or a combination of experience and education.
- Experience using a ticket system for logging/research/solving issues/requests.
- Basic computer knowledge and keyboard skills of 45 wpm minimum.
- Proficiency in Microsoft programs; Outlook, Excel and Word.
- Excellent written and verbal communication skills in English, bilingual in French would be an asset.
- Work in a fast-paced environment and use time during slower times.
- Highly motivated to deliver excellent customer service with a positive attitude.
- Excellent time management and organizational skills.
- Work with minimal supervision after extensive internal training.
- Assume responsibility for taking ownership of problem solving.
- Retain information by documenting your own knowledge base to refer to when troubleshooting issues.
- Must be reliable, punctual and flexible.
- May be required to work flexible hours and provide on-call support (on rotation) after normal business hours.
- Knowledge of Syntax operating systems and/or AS400 platform an asset.