Junior Network Analyst
Guest-tek - Calgary, AB

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GUEST-TEK POSITION DESCRIPTION

Position: Junior Network Analyst
Department: Support Services
Location: Calgary
Position Type: Full Time, Permanent
Reports To: Call Center Manager

Reporting directly to the Call Center Manager, the Junior Network Analyst is responsible for the fielding of customer/customer client calls and generating a case for follow up and resolution, which may include Customer Service oriented troubleshooting of technical issues. This is a position that requires varied shift work including evenings, weekends and statutory holidays; as the role is active seven days a week, 24 hours a day, and 365 days a year. This position interfaces with the Intermediate and Senior Network Analysts, as well as Clients and Clients Customers. These analysts perform special projects for all other departments.

Key Responsibilities:

Utilize Ticketing System for the purpose of:

  • Capturing client requests, incidents, questions and problems
  • Ticket Assignment
  • Communication between clients and their customers
  • All relevant information is in tickets
  • Willingness to take direction and follow through on tasks to completion
  • Deliver exceptional customer experience while staying within our support guidelines
  • Look for opportunities to improve our business and elevate the customer experience
  • Meeting or exceeding outlined KVI/KPIs
  • Work as a team to ensure departmental and individual goals are met on a daily basis
  • Employ time management and multi-tasking skills to maintain high service levels
  • Identify opportunities to improve customer service levels Support calls from other Customer Care groups as needed
  • Various other duties as required

Qualifications:

  • Fluent in English with Spanish or French as a second language is an asset
  • Knowledge of computer systems, networking, computer components, TV setups, internet applications, mobile apps/operating systems and a comfort level of trouble shooting these topics patiently with a customer over the telephone
  • Knowledge of networking and network equipment
  • Proficient in Linux, Windows and Apple operating systems
  • Exceptional Customer Service and communication skills
  • Available to cover shifts supporting a 7/24/365 operation
  • Familiarity with internet applications including e-mail and VPN’s an asset
  • Ability to work independently and the desire to go above and beyond while contributing to a team’s overall success
  • A positive “can do” attitude and customer focused approach that will enable you to deal with challenging situations and integrity, empathy, and sincerity

Indeed - 6 months ago - save job - block
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About this company
Guest-Tek Interactive Entertainment Ltd. (Guest-Tek) is a Canada-based company. The Company is a provider of Internet protocol (IP) network...