This position is suitable for candidates living in Victoria, BC at the time of hire. ABOUT SMART DOLPHINS Our culture and atmosphere are positive, open and dynamic. We love our Dolphin lives and always strive to help and elevate each other. We are awesome and we have proof! We are certified as a "Great Place to Work" and placed 15th in the national standing of top 50 businesses with under 50 employees.
More important than specific skills is the candidate's attitude toward people, technology and Smart Dolphins. A strong technical foundation with a corresponding confident and driven approach to learning and serving clients.
Finding the right person is of paramount importance to us. We hope that this overview of the opportunity sparks a strong interest in that right person. If you feel that this person is you, please submit your resume. We like to receive an up-to-date and applicable resume with a brief cover letter describing why you are an excellent candidate for this position.
POSITION SUMMARY Job Summary: Our Support Team Specialist must represent themselves as a spokesperson for Smart Dolphins IT Solutions Inc. Often, you are the first and sometimes the only impression a Client receives of our company. Your attitude, professional manner, and the personal attention given on every call and in each conversation are paramount to our success.
A great support process nurtures our client relationships and is crucial in ensuring that all of our other delivery roles are successful. By effectively managing and resolving service tickets, you help keep the reactive work contained to our support team, thereby enabling other teams to focus on proactive and strategic initiatives.
You will efficiently see through to resolution most service tickets that come your way. You will follow provided processes, check-lists, and policies to ensure a consistent and positive end-user experience, while also navigating the ambiguity and complexity that often presents itself in dealing with a variety of challenges.
You will combine the information and tools provided with your technical knowledge to achieve a high level of client satisfaction, reinforcing the trust and reliability our clients expect from us.
POSITION RESPONSIBILITIES Provide remote and phone support to end-users from our Greater Victoria office and onsite at client locations.
Answer emails and phone calls quickly. Respond to assigned service tickets within specified time targets.
Diagnose & resolve most of your assigned service tickets with enthusiastic client feedback at the end of the process.
Overcommunicate, set, and manage client expectations.
Keep real-time, accurate ticketing notes and time entries.
Identify and participate in situations that require escalation.
Maintain our technical knowledge base.
Participate in regularly scheduled team huddles and meetings.
Assist with projects and new technology (including workstation) installations where required.
Maintain education and knowledge to align with support needs.
Member of On-Call rotation as scheduled and required to support our Clients.
Live and breath Smart Dolphins' Core Values. Understand and help drive our Vision, Mission, Value Proposition, and Service Offerings.
Enthusiastically take on the role of your primary job description, knowing that at ttimes you'll be called upon to fill responsibilities defined within secondary job functions.
Inform team leads and other departments of recurring problems or Clients at risk.
QUALIFICATIONS AND EXPERIENCE Focused on delivering exceptional customer service and building strong relationships through the support process. Possesses excellent communication skills and a deep sense of empathy in all customer interactions.
Resourceful in problem-solving and troubleshooting.
Strong ownership and accountability; adept problem solver.
Experience with Microsoft server, desktop, network, and 365 technologies.
Proficient with remote support tools and access software.
Capable of working independently and collaboratively.
Experience in dispatching or coordination is a plus.
A+ and Network+ certifications are a plus.
OTHER DESIRED QUALIFICATIONS AND EXPERIENCE MSP (Managed Service Provider) experience
Experience Troubleshooting Microsoft Windows in a business environment
Proficient with Active Directory Domain Services Administration and Group Policy Management
Proficient with Microsoft 365 and Azure Active Directory
Proficient LAN/ WAN Network Connectivity Troubleshooting Experience
Proficient managing and configuring Hyper V
Proficient configuring/ Troubleshooting Network Switches including VLANs
Experience with Backup/ Disaster Recovery Devices
Experience with Remote Management Tools
Experience is great, but we are looking for the right person to join our awesome award-winning team! Smart Dolphins will provide training to close any knowledge gaps, including support of technical certification pursuits.
What does Success look like in this job role? A successful Support Team Specialist makes Clients happy by solving their problems quickly, and doing so with an empathetic, pleasant manner. They work diligently to keep their ticket productivity up and total tickets on the service desk at a minimum. They interface with their co-workers in a direct, honest, respectful manner. They speak openly about their challenges and where they need help. They collaborate with their co-workers to improve everyone's performance.
In order to be successful as a Support Team Specialist, you'll consistently meet and exceed posted goals for CSAT, the amount of tickets you close per day, and the % of time you average per month for clients. You will be able to close without assistance 90% of assigned service tickets.
Personal Key Performance Indicators (KPI) – measured statistics Individual metrics will be measured in personal NPS, tickets closed / day and % billable / utilization averaged per month.
personal CSAT (Customer Satisfaction Goal): 99%
close an average of 10 tickets per day.
consistently achieve a client utilization of 75%.
SMART DOLPHINS COMPANY CULTURAL EXPECTATIONS Represent Smart Dolphins IT Solutions Inc., by exemplifying company's core values in a professional manner.
Elevate the Team
Love your Dolphin Life
Find a Better Way
OTHER LOGISTICS 8-5 Monday to Friday
May be required to go onsite.
Regularly working at our Quadra / McKenzie office in Victoria, with some flexibility to work from home.
A reliable and fully insured car is a plus.
#J-18808-Ljbffr
