Global Mentoring Solutions Ottawa, ON, Canada
17 Jan, 2018Permanent - Full time
Job Description GMS provides outsourced IT Help Desk Services. We have experienced significant growth in the last two years. We have very low turnover and almost all of our hiring has been to grow our team or to replace employees who have been promoted into other roles in the company. If you perform well, there is tons of growth opportunity! Here is what some of our colleagues have said: "No commute + no car bills + being home with children = awesome work/life balance" - Current Mentor/Help Desk Analyst "Working for a growing company like Global Mentoring Solutions is great. We are getting more clients every week and advancement is rampant here. This is not your average Help Desk job. We are given the tools to resolve the user's issues and make the clients extremely happy with the performance we put forward. Plus, being an e-commuter, no traffic to fight and great benefits." - Current Mentor/Help Desk Analyst "I can say that the team has seen growth along the way but the most growth has been in the last 3 years and there seems to be no stop in sight for the continuous growth. I attribute the continuous growth to the foresight of the Senior Leadership Team, and knowing when and how to expand into emerging trends…" - Former Mentor, currently working in Certification, Security and Compliance "Been here over 12 years now, my job has evolved along with my skill set. Always fun learning new things." - Former Mentor, currently Compliance and Training Officer About the Opportunity This is a 100% virtual/work-from-home Bilingual Technical Support position. You may work from your home office anywhere in Canada providing support for small, medium, and enterprise business environments. GMS supports professional development and offers tons of growth opportunity and room for advancement ! If you genuinely love helping others , we would love to hear from you! If you don't enjoy helping others or can't handle the occasional caller in a panic, this might not be a great fit for you! Application Instructions: Please apply only in English. While some positions are bilingual, all internal communication is in English. Please submit a formatted resume in Microsoft Word of PDF format. Please insert the following reference ID into your resume or cover letter (does not matter where): 67-yid1061 We recommend saving the URL of the job posting for future reference. Your regular activities will include: Assisting residential end-users via phone, live chat, and remote connection tools on a 24/7 rotating shift schedule that includes days, evenings, overnights, weekends, and holidays; Efficiently resolving complex problems in your field of expertise; Delivering clear explanations on performing both simple and complex tasks; Supporting multiple versions of software and operating systems; Ticketing end-user interactions according to GMS's policies and procedures; Investigating support issues in sequence and in a detailed fashion; and Performing administrative duties such as e-mail management and documentation. To qualify for this role, you must have the following: High-level oral and written communication skills in English AND French 2 years' experience in any one, or a blend of the following: -> Contact centre -> Help desk -> In-home PC repair, trainer / instructor / one-on-one tutor or coach At least 1 year of experience supporting: -> Latest versions of Microsoft Windows (Vista, 7, 8, 10) -> Email and webmail clients -> Web browsers and configuring browser/proxy settings -> A wide variety of PC desktop applications-> Anti-virus and anti-malware apps -> Home networking Ability to type a minimum of 35 wpm. Experience in any of the following would be an asset: iOS, Android, Blackberry macOS and macOS applications PC/Network Security, TCP/IP and wireless communications IM clients - Microsoft Lync/Skype for Business Digital photography and/or video You will be successful in this position if... You have a positive personality, enjoy helping others, and are committed to providing unparalleled customer service; You don't take things personally and let distressed end-users get to you, because you understand that people calling about tech problems are sometimes in a panic; You are skilled at multitasking and work well under limited supervision in a fast-paced virtual office environment; You have superior problem solving abilities; You enjoy variety and supporting a wide scope of issues; You are passionate about technology and committed to continuous learning and personal growth. About the Benefits In exchange for all your hard work and dedication, you will receive a competitive salary or wage based on your skills and qualifications. Full-time permanent employees are also entitled to an extended health benefits package . At Global Mentoring Solutions, we help you reach your full potential by providing learning materials, coaching, and subsidies for completing technology certification exams that are relevant to your position. You read all the way to the bottom! Thank you for doing so! Instead of inserting 67-yid1061 as the reference ID, please put readthewholething instead. GMS thanks all applicants for their interest. However, only qualified candidates will be contacted with next steps. Company Description GMS provides outsourced IT Help Desk Services. We have experienced significant growth in the last two years. We have very low turnover and almost all of our hiring has been to grow our team or to replace employees who have been promoted into other roles in the company. If you perform well, there is tons of growth opportunity!