Helpdesk Support jobs in Ottawa, ON

EDealer is a website and software supplier for the Automotive Industry. Our mission is simple: To ensure car dealers build great business and manage inventory. Steadfast in our commitment to create exceptional learning experiences for our clients, we are a passionate group of integrity-powered leaders who love to learn, grow and make a difference. Today we are focused on Merchandising Automation and Vehicle Optimization. Consistent with our long-term goals, our objective is to reduce the time required by dealers to reach the maximum number of customers with consistent accurate, merchandised inventory.

We are currently looking for outgoing individuals who strive to provide superior customer satisfaction to automotive dealerships. In this role, the successful candidate will be responsible for taking and managing inbound phone and email support requests from clients and internal sales staff, providing resolution within a timely manner, and conducting product demos and training sessions. The ideal candidate will also possess technical troubleshooting skills and a positive, creative, and confident attitude.

We offer a competitive salary ($45,000.00); a competitive bonus plan; paid time off; participation in our benefits, RRSP, and life insurance programs; continuous learning; an amazing culture; and so much more!

Schedule: Monday - Friday (daytime and afternoon shifts available), and occasional Saturdays

What You Will Do:

• Respond to first level customer support phone calls and emails to provide customer service and resolution.
• Resolve support issues in a prompt and efficient manner while escalating to the sales team, the support manager, or technical team members, when necessary.
• Produce clear, efficient, and timely written logs of calls and emails into a client-case tracking system to manage requests and issues.
• Identify and document recurring customer issues to determine standardized working solutions, to build on a knowledgebase.
• Maintain a working knowledge regarding company’s products and systems.
• QA resolved cases that have been assigned to developers, web-developers, and designers.

What You Will Need:

• Minimum high school diploma. College diploma or University degree preferred.
• Strong analytical, problem solving, and troubleshooting skills.
• Ability to set priorities and meet deadlines as well as remain flexible.
• Experience with ticketing systems or helpdesk software (preferred).
• Working knowledge of WordPress CMS Platform or other CMS platforms (preferred).
• Strong understanding of Windows and MacOS operating systems and basic networking concepts (preferred).
• Languages: English required, French an asset

What We Offer:

• Competitive pay
• Medical, Dental & Vision
• 401k/RSP programs
• Company paid Group Life/AD&D insurance
• Paid time off
• Flexible working environment
• Continuous Learning
• And an amazing culture to top it all off!

At E INC, in the spirit of pay transparency, we are excited to share our base pay as it is one part of our total compensation package and is determined within a range. The base pay for this full-time position is $45,000.00, and this role may be eligible for discretionary bonuses or commission payments. Your base pay will depend on your skills, qualifications, experience, and location. In addition, our ranges are determined by role, level, and location.

E INC is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.

E INC is an equal opportunity employer and affirmatively seeks diversity in its workforce. E INC recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other categories protected by law.

E INC takes cybersecurity seriously. E INC will reach out to candidates via our Application Tracking System ADP, LinkedIn, and Indeed, through company accounts. E INC does not require bank information, date of birth, social identification information, or upfront fees as part of our application process.

As part of our recruitment and hiring process, E INC may use automated tools including artificial intelligence (AI) to support the screening and evaluation of applicants. AI tools support human decision-making and do not replace individualized review by our hiring team. E INC is committed to using these technologies responsibly and in compliance with applicable laws and regulations, and we regularly assess our processes to promote fairness, objectivity, and data protection.

Vacancy status: current vacancy

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