Help Desk Representative

The PropTx Help Desk Representative provides first level telephone support to Members for PropTx system and its other online applications and websites.

Superior communication and customer service skills with the ability to remain calm in high pressures are required for this position.

PRINCIPAL DUTIES

• Provide first level support and respond to a high volume of telephone and webchat inquiries and requests for assistance from members for PropTx system and its other online applications and websites.
• Effectively identify problems, troubleshoot and provide advice to assist Members for PropTx system and its other online applications and websites.
• Maintain an essential knowledge of PropTx Rules and Regulations, Policies and Procedures.
• Maintain a proficient working knowledge of Windows PC, Mac, iOS and Android operating systems and applications as well as a good knowledge of standard PC, Mac, iOS and Android hardware environments.
• Maintain a strong working knowledge of current mobile device technology.
• Coordinate with second level Help Desk staff to resolve issues if necessary.
• Track daily phone calls/webchat sessions statistics and provide weekly/monthly statistical reports to the supervisor.
• Assist with PropTx special events including on-site assistance at the event and deliveries as required.
• Perform other duties as assigned from time to time.

HEALTH AND SAFETY RESPONSIBILITIES

The incumbent will follow safe work procedures, knowing and complying with all health and safety regulations. Personal protection and safety equipment will be used if/when required and he/she will promptly report any injury or illness, unsafe acts or unsafe conditions immediately to their supervisor.

REQUIREMENTS

Education: A college diploma in a computer-related discipline or equivalent is required.

Experience: 4+ years’ experience in a call centre/customer service environment.

Strong communication and listening skills.

Excellent customer service, telephone and interpersonal skills are required.

Detail oriented with the ability to multi-task.

Excellent organizational and time management skills are required with the ability to work in a continuously changing environment.

Ability to work independently and in a team setting.

Ability to deal with high pressure situations with calmness and professionalism.

Must be adaptable, positive and dependable.

Working knowledge of MS Office as well as Windows and Mac operating systems.

Working knowledge of mobile device operating system, such as iOS, Android, etc.

Must be flexible to work days, evenings and weekends (shift work) when required.

SPECIAL WORKING CONDITIONS

The incumbent must be able to function in high pressure situations and deal calmly and professionally with occasional irate members. The demands are varied with frequent high-pressure situations from users requiring immediate information.

There is limited opportunity for physical movement as the demands of the position require the incumbent to remain positioned in front of a computer screen and telephone during the shift.

Shift work, flexible lunch hours and occasional overtime may be required.