In this capacity, you will serve as a technical liaison for various colleagues, clients and/or candidates globally. The ideal candidate for this role will be actively delivering one-on-one training and helpdesk related troubleshooting services enabling higher efficiency in production. KEY RESPONSIBILITIES/ACCOUNTABILITIES Provides and satisfies first and second level system/application support for requests, questions and technical training issues. Manages and coordinates with vendors to provide uninterrupted service. Serves as the organization's point of contact for system/application issues, keeping current with ongoing developments and new technologies. Balance and organization of all systems/applications and user needs is a constant. User creation, password resets, access issues, status updates, configuration requests etc. Provides employee introductions to various systems/applications and training as needed. Establishes and provides guidelines for continuous group and one-on-one training and initiates ongoing follow-up with internal/external customers. Creates documentation and instructional guidelines for systems/applications procedures and usage. Proper case entry documentation into our case management system. Use tools to remotely access end user systems and perform corrective actions to resolve the user's problem. Handles both simple and complex troubleshooting issues. Resolve the basic and repeatable issues, route tickets appropriately through the support system, document work, and triage and escalate internally. PROFESSIONAL EXPERIENCE / QUALIFICATIONS / SKILLS English language proficiency both spoken and written. Must possess superior oral and written communication skills. Excellent customer service skills. Must have 2-3 years of troubleshooting/support related experience. Must demonstrate an ability to work independently, as a part of a team and thrive in an intense environment and handle multiple tasks. Attention to detail with excellent organizational and time management skills. Should be confident, articulate and experienced in handling sensitive/confidential matters. Able to anticipate and resolve problems, resourceful, proactive and service-orientated. Able to creatively 'think on your feet.' Must be an expert in scheduling, especially in the case of fluid or conflicting priorities. Must be computer-literate (all Microsoft products) Ticketing System experience preferred. Recruitment technology experience preferred. EDUCATION Preferred post-secondary degree Minimum completed secondary education
