Client Support Representative

The Client Support Representative is responsible for gathering, prioritizing & disseminating information related to support for the Emergency Communication Centre. They will provide 1st level user & system support for the Provincial Public Safety Telecommunications Network (PPSTN), the Provincial Control Burn Line, as well as a variety of programs through the Provincial Help Desk.

RESPONSIBILITIES

Participate in & aid in the development of a tiered helpdesk support model
Receive and prioritize trouble tickets and service requests
Create, edit, update, resolve and close trouble tickets and service requests
Maintain & update information within agency data, records management and contact management systems; including but not limited to Service Desk Plus, Calltaker, CADDBM (Computer Aided Dispatch Database Management), PPSTN database & client contact lists
Monitor a Computer Aided Monitoring System for the PPSTN Radio towers across the province, providing status notifications accordingly & coordinating with external agencies when required
Send communications to our PPSTN radio clients, fire clients, dispatch clients, in regards to any outages, upgrades, or other types of communications requested
Create & update documentation relating to effective support of all systems
Proactively identify problems & report them within the guidelines of the SDP system
Follow-up with internal members & clients
Follow-up with Tier2 support personnel on open issues

QUALIFICATIONS
High School Diploma or Canadian equivalent; post-secondary preferred but not necessary
Min. typing speed of 35 wpm, with at least 80% accuracy supported by documentation
Working knowledge of Windows, and Microsoft Office Suite (Excel, Word, Outlook)
Advanced Computer Skills
Effective communication in both written & verbal English
Clear Criminal Record check
Legally entitled to work in Canada