IT Helpdesk Specialist
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We provide Global Supply Chain Solutions
Mainfreight is in the business of global supply chain logistics. Put simply, we partner with our customers to provide the full spectrum of warehousing, domestic transport and international air and ocean freight operations.
Whether you are sending one pallet down the road, a full truck load to the other side of the country or a full container across the globe; our operations are powered by a global team of passionate people operating in over 239 branches worldwide.
As a team we are focused on setting the bar high with new service initiatives, new branches worldwide and continuous improvement in every area of our supply chain capabilities.
Backed by world class technologies, our global business is built on two unshakable beliefs that we live by on any given day:
-The only way to keep ahead of our competitors is by the superior performance of our people
-The only measure of superior performance is how the customer perceives it
The Mainfreight difference is in our people, our culture and you can measure the difference in our performance and in your results.
Skills and Abilites of our future team member:
Strong problem solving and English communication skills - oral, written, high customer engagement
0-3 years of Customer Service experience and good knowledge of the Microsoft platform
Ability to listen and identify IT related issues, articulate technical instructions to support our clients over the phone
Ability to collect, examine and analyze data from a variety of sources and offer solutions
IT and ITIL related certification is considered an asset
Flexible, adaptive, puctuality, willing to learn, team player are key aspects for this position
Ability to work under pressure and recognize the importance of teamwork in the support environment
Passionate about technology
Main responsibilities of the job:
Answers user calls and responds to customer incidents and problems
Creates and resolves trouble tickets according to service level agreements
Transfer tickets to other teams as required for resolution or escalates to supervisor
Follow up with customers to validate that the issue has been resolved
Works with abroad support team(s) to resolve tickets as required
Monitor company infrastructure alerts using specific tools
Identifies areas for CSI
What we offer:
Opportunity to work and create a career in a challenging multinational environment
Personal and professional development through variety of training programs
Bonuses based on performance
Private medical insurance