About the role
Job Type: Full Time
Hours: Vary
Salary: $22.85 CAD DOE
About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we process over 125 million interactions per year.
Summary of Position:
Customer-focused L1/L2 Helpdesk Technician responsible for providing first and second-level technical support to end-users for issues related to hardware, software, and network systems. This position will involve researching, diagnosing, troubleshooting, finding solutions, and taking ownership of customer-reported issues to ensure they are resolved. When necessary, unresolved issues should be escalated to the appropriate internal teams following standard procedures. The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to efficiently troubleshoot and resolve issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Inbound and Outbound Calls
- Serve as the first point of contact for end-users seeking technical assistance via phone, email, or helpdesk tickets.
- Root cause analysis probing
- Providing immediate solutions to common user issues.
- Ticket Routing
- Document accurate records of all support requests, resolutions, and follow-ups.
- Knowledge Base Utilization
- Responsible for the ongoing maintenance of AnswerNet’s desktop environment.
- Creates and maintains user e-mail accounts.
- Virtual Machine and or Remote Desktop support
- Oversee monitoring network systems, including network outages.
- Ensuring service level agreements are met.
- Managing user accounts and their associated attributes, such as name, email address, password, security groups, and multifactor authentication in Azure AD, or through Microsoft Active Directory on Windows Server 2016, 2019.
- Install, configure, and troubleshoot hardware, software, systems, networks, printers, and scanners.
Required Qualifications:
- Ability to work from home (this is a remote position)
- Prior Technical Support or Help Desk experience
- High School Diploma or equivalent
- Phone Etiquette
- History of Customer Service
- Excellent verbal, writing, grammar, and communication skills
- Critical Thinking and Problem-Solving skills
- Attention to Detail
- Familiarity with Help Desk Applications (Ex. Zendesk, FreshService)
- Familiarity with VOIP or Telephony services
- Ability to provide step-by-step technical help, both written and verbal
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are a plus
WAH Requirements:
- PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible)
- Hard-wired high-speed internet connection (ethernet cable)
- USB-connected Headset
- Webcam
- A quiet dedicated place to work free from distractions including pets and children.
About AnswerNet
If you are interested in growing your business or increasing efficiency, AnswerNet has the expertise, technology, and people to help you take your company to new heights! As your call center partner, we realize we are an extension of your brand, a privilege we take very seriously. To protect your brand and deliver on our promise of exceptional customer service, you benefit from one of the most comprehensive agent training programs in the industry.
With 31 contact centers in the United States and Canada, you can take advantage of more than 50 different telephony-related services, including traditional inbound, outbound, and BPO work, as well as customized programs to meet your specific needs. With no program too big or too small, AnswerNet looks forward to adding you to our roster of more than 10,000 satisfied customers.
About the role
Job Type: Full Time
Hours: Vary
Salary: $22.85 CAD DOE
About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we process over 125 million interactions per year.
Summary of Position:
Customer-focused L1/L2 Helpdesk Technician responsible for providing first and second-level technical support to end-users for issues related to hardware, software, and network systems. This position will involve researching, diagnosing, troubleshooting, finding solutions, and taking ownership of customer-reported issues to ensure they are resolved. When necessary, unresolved issues should be escalated to the appropriate internal teams following standard procedures. The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to efficiently troubleshoot and resolve issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Inbound and Outbound Calls
- Serve as the first point of contact for end-users seeking technical assistance via phone, email, or helpdesk tickets.
- Root cause analysis probing
- Providing immediate solutions to common user issues.
- Ticket Routing
- Document accurate records of all support requests, resolutions, and follow-ups.
- Knowledge Base Utilization
- Responsible for the ongoing maintenance of AnswerNet’s desktop environment.
- Creates and maintains user e-mail accounts.
- Virtual Machine and or Remote Desktop support
- Oversee monitoring network systems, including network outages.
- Ensuring service level agreements are met.
- Managing user accounts and their associated attributes, such as name, email address, password, security groups, and multifactor authentication in Azure AD, or through Microsoft Active Directory on Windows Server 2016, 2019.
- Install, configure, and troubleshoot hardware, software, systems, networks, printers, and scanners.
Required Qualifications:
- Ability to work from home (this is a remote position)
- Prior Technical Support or Help Desk experience
- High School Diploma or equivalent
- Phone Etiquette
- History of Customer Service
- Excellent verbal, writing, grammar, and communication skills
- Critical Thinking and Problem-Solving skills
- Attention to Detail
- Familiarity with Help Desk Applications (Ex. Zendesk, FreshService)
- Familiarity with VOIP or Telephony services
- Ability to provide step-by-step technical help, both written and verbal
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are a plus
WAH Requirements:
- PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible)
- Hard-wired high-speed internet connection (ethernet cable)
- USB-connected Headset
- Webcam
- A quiet dedicated place to work free from distractions including pets and children.
About AnswerNet
If you are interested in growing your business or increasing efficiency, AnswerNet has the expertise, technology, and people to help you take your company to new heights! As your call center partner, we realize we are an extension of your brand, a privilege we take very seriously. To protect your brand and deliver on our promise of exceptional customer service, you benefit from one of the most comprehensive agent training programs in the industry.
With 31 contact centers in the United States and Canada, you can take advantage of more than 50 different telephony-related services, including traditional inbound, outbound, and BPO work, as well as customized programs to meet your specific needs. With no program too big or too small, AnswerNet looks forward to adding you to our roster of more than 10,000 satisfied customers.