Help Desk Support Agent

Location: Remote (Anywhere in Canada)

Company Overview

eDynamic Learning is a teacher-founded company, established in 2008 with a mission of helping students find their passion. We are dedicated to supporting educators prepare learners for life after graduation. Our robust portfolio of solutions and services allow eDynamic Learning to help educators overcome the common challenges of college and career readiness.

With over 250 courses available for grades 6-12, we are the largest publisher of CTE and elective courses in North America. Our supplemental curriculum helps expand awareness of STEM, CS, and career exploration, while our virtual business simulations are used in 33% of all US high schools. We also offer instructional services that support students through personalized learning with certified teachers, and we also have programs that support adult learners with career preparation in high-demand industries.

Role Overview

We are seeking an experienced Help Desk Support Agent to join our expanding team. This position is a key member of our Engineering and Support team and will contribute to supporting internal and external clients. The main responsibility for this role is to troubleshoot technical issues and provide technical support to our customers, all while providing excellent customer service. This position must be able to identify, isolate, analyze and resolve issues of varying technical difficulty that have been escalated. This is a fully remote, individual contributor role that requires a commitment to customer excellence.

In this role, you will report to the Support Desk Manager and work closely with the rest of the Engineering and Support teams. If you’re a motivated and experienced IT Support Agent looking to make a powerful and positive impact in the education space, this is the role for you!

Responsibilities

·        Manage Help Desk tickets in a timely manner.

·        Respond to customer issues via phone, email and computer chat.

·        Provide internal and external customer assistance.

·        Build support articles and create self-help resources

·        Troubleshot issues, recreate bugs based on support tickets and create supporting documentation for customer interactions and software bugs

·        Manage customer expectations and communicate with internal and external customers

·        Install, make changes and repair computer hardware and software

·        Follow-up with customers to ensure issues are resolved

Ideal Qualifications

·        5+ years of experience working in a help desk environment including some tier 2 (oh higher support)

·        Ability to cover variety of shifts between 9AM - 8P ET/ 6AM-5PM PT

·        Proficiency with a MAC and Windows computers

·        Ability to diagnose and resolve computer technical issues

·        Legally allowed to work in the US and/or Canada

Skills

·        Excellent oral and written communication skills

·        Ability to effectively communicate with stakeholders with different level of technical skills

·        Detail oriented in order to keep detailed notes on tickets

·        Highly organized to keep Help desk tickets order