Trainer/Helpdesk Representative – Achev – Mississauga, ON

Achev

Achev

SUMMARY: The History for Assessments, Referrals and Training system (HARTs) is a real-time information management system, with its primary features being real-time collection, storage and retrieval of data records, and the generation of statistical reports. The system was developed to provide organizations and stakeholders with an efficient method of client inventory, referral, and statistical information. We require a strong candidate to assist in person with HARTs Support Desk duties.

DUTIES & RESPONSIBILITIES

  • Answer phone calls, emails, and provide accurate answers ensuring that all inquiries are documented in the help desk database
  • Resolve requests, questions and concerns frequently requiring analysis of situations to determine best use of resources
  • Anticipate potential challenges and work with the HARTs team to find solutions
  • Follow daily procedures for working with the programmers to ensure that all inquiries are addressed immediately
  • Process user data entry errors to the programmers ensuring that clear information is documented
  • Respond to suggestions, concerns utilizing outlined Helpdesk support procedures
  • Prepare training materials and equipment for the Trainers for all training sessions or other meetings as required
  • Assist in planning training sessions.
  • Compile monthly reports regarding helpdesk tasks completed, outlining the average calls, user concerns and updates for programming suggestions
  • Participate in testing the functionality of new features
  • Document and share all test cases and test results with the team
  • Create, update and maintain statistical reports for all stakeholders where needed.
  • Ensure the project tasks are maintained in a timely manner
  • Any other duties as required

QUALIFICATIONS

  • Minimum Post-Secondary Education or equivalent job experience
  • Current knowledge and experience with MS Office Product Suite (ACCESS and EXCEL a must)
  • Previous customer service experience within a helpdesk/support environment is required
  • Excellent verbal/phone communication skills and telephone etiquette
  • Excellent writing skills; ability to listen, learn and report on activities
  • Comprehensive knowledge of the LINC, ELT or OSLT programs an asset
  • Knowledge of the CLARS protocols is an asset
  • Excellent judgement and problem-solving skills, and the ability to multi-task
  • Working knowledge of, and experience with, a variety of technology platforms
  • High level of interpersonal skills, ability to be creative, flexible, persuasive and work co-operatively with diverse stakeholder groups
  • Willingness to travel if needed

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