- Job Type: Full-Time
- Function: Technical/Customer Support
- Industry: Enterprise Software
- Post Date: 09/17/2024
- Website: workjam.com
- Company Address: 740 Notre Dame West, Suite 601, Montréal, Quebec , H3C 3X6
About WorkJam
WorkJam increases sales conversion, drives down labor costs, lowers absenteeism and attrition rates, improves compliance, optimizes labor in relation to demand, and improves the customer experience through a more motivated and engaged workforce. For employees, WorkJam delivers more control over their schedule providing work-life balance, as well as the opportunity to develop skills, improve sales acumen and maximize their earnings and advancing their economic well-being.Job Description
WorkJam is the world’s first digital frontline workplace, connecting the entire deskless workforce to work in perfect harmony. WorkJam is a fully modular super app that solves the most common problems faced by frontline enterprises around the world through task management, shift swapping and scheduling, two-way communication, and training.
We’re proud of our dedicated teams who are driven to make a difference for millions of frontline employees, which lead us to be recognized among TIME’s 100 most influential companies of 2023.
Perks of joining WorkJam:
- Competitive salary and benefits package
- 500$ to spend on your home office materials
- 4 weeks’ vacation plus personal time off
- Contribution to your retirement/pension plan
- A flexible and remote/hybrid work environment to support a healthy work/life balance
- Generous employee referral bonus of $4,000
- Continuous learning platforms available
At WorkJam, our core values are respect and include, unify, make a difference and lead from the front. WorkJam is a high growth global organisation with operations in North America, Europe, and Australia with our head office based in Montreal. Learn more at WorkJam.com
Your role as a Service Desk Specialist
We’re looking for somebody to join our fast-growing support team who will assist with supporting our various customers worldwide. As a Service Desk Specialist at WorkJam you will interact directly with customers through the ticketing system, via Email, and over the phone while receiving and responding to their incidents and requests.
You will perform hands on technical troubleshooting and document detailed tickets while identifying and providing creative workarounds wherever possible. Understanding the unique needs of each customer will play a vital role in your ability to assign priorities and actively follow up with support teams while providing updates to customers.
In our Agile and fast-paced environment you will be continuously interacting and consulting with team members company-wide to solve complex problems and provide insight on new features. You will also participate and contribute to projects and activities in alignment with the departmental and company goals.
What you’ll be doing:
- Become an expert on the capabilities of WorkJam software and apply this knowledge to resolve customer reported incidents and requests.
- Monitor the incoming customer contacts and provide timely responses, regular updates, and complete resolutions.
- Document well detailed tickets for customer reported incidents and requests.
- Find creative workarounds to meet customer needs.
- Work directly with the development teams to ensure customer issues are resolved.
- Identify, Categorize, and Communicate priorities to the development and management teams.
- Contribute to the growth and success of the team by identifying process gaps and brining new ideas to the table.
- Work towards departmental and company goals
What we’re looking for:
- 1-3 years in a customer support role.
- Excellent customer service and troubleshooting skills.
- Experience working with Software or IT Implementations.
- Experience providing remote support for end users and systems.
- Available for scheduled on-call shifts on a rotational basis.
- Proven ability to analyze, document and communicate complex technical solutions to non-technical parties.
- Highly motivated with a keen sense of ownership, autonomous, detail-oriented, highly organized, and quick to adapt to changes. Strong analytical and problem-solving skills.
- Aptitude to learn web technologies and applications.
- Must be a self-starter and effectively work under limited supervision.
- Strong interpersonal, communication (oral and written), and presentation skills.
Joining WorkJam means being part of an organization that truly believes in equity and diversity. We support and empower everyone, no matter your ethnicity, religion, age, gender, sexual orientation, identity, or disability. The masculine is used to lighten the text.